UC Contact Center Engineer II

UC Contact Center Engineer II

Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers. Ability to take a requirement document, work through any ambiguity and follow through to implementation. Strong analytical and problem-solving abilities. Ability to understand complex architectures and be comfortable working with multiple teams. Strong work ethic and a team player. Enthusiasm toward technology, willingness to learn.

Duties & Responsibilities:

Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts. Serves as resident expert for Genesys CloudCX capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation. Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis. Perform unit and quality assurance testing. Support customer acceptance testing activities and troubleshoot/correct any issues.

Required Skills & Qualifications:

Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS. Experience administrating and supporting PureCloud (Genesys Cloud). Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts. Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.). Understanding of business processes and how they relate to customer experience technology. Strong architecture & systems planning skills. Well versed with omni-channel technologies. Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management.

Preferred Experience:

Genesys Cloud certified. Expertise in CloudCX API's. Expertise in Architect flows. WebRTC troubleshooting experience. Development skills/certifications. TypeScript/Go/JavaScript/Python. Backend experience with Node.js, Python, Java, or similar server-side platforms. Comfort with Docker and infrastructure-as-code tools (Terraform, CloudFormation, etc.). Experience with React or another modern frontend framework. Familiarity with CI/CD pipelines (GitHub Actions, AWS, Jenkins, etc.). REST WEB Services. PureCloud API's. SQL and Data analytics. Web-services, 3rd party APIs.