UC Contact Center Engineer II (ONSITE) - Plantation, FL

Georgia IT Inc

Plantation, FL

UC Contact Center Engineer II (ONSITE)

Location: Plantation, FL Position Type: Contract (06-01-2026 to 12-31-2026) Rate: DOE

General

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

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Vacancy posted 5 days ago

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