Contact Center Solutions Engineer

JOB TITLE: IMPLEMENTATION CONSULTANT SERVICE

JOB TYPE: LONG TERM CONTRACT

LOCATION: REMOTE

JOB DESCRIPTION:

KEY RESPONSIBILITIES:

Configure the Client product for various brands and industries following high standards of delivery and quality

Constant learning and collaborating with the team to develop best practices on product configuration

Work as a team to understand product adoption by various brands and establish standard practices to improve adoption

Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This includes:

Provide social insights and recommendations to support clients business practices

Design and configure the appropriate Client solution to meet all requirements based on best practices and client s custom needs, adhering to primary business use cases and platform functionalities

Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs.

Ensure that all client users during customer onboarding are trained and educated properly on the platform & establish a relationship built on trust with client champions

Complete the execution of platform deployment in such a way as to anticipate future client needs or business requirements that may occur

REQUIRED SKILL SET:

Must have 3-5 years of expertise in Product Implementation

Experience deploying Voice and Non Voice Contact center applications like Gensys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc.

Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing

Should have knowledge in CTI or Voice recording products

Experience on VOIP, Dialer, ACD , IVR, SBC

Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.

Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc.

Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management

Experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like.

Have experience in Groovy and Javascript

Experience on products like Five9, Genesys, Qualtrics, Medallion, NICE, Ticketing Systems

PREFERRED QUALIFICATIONS:

Bachelor s Degree

Willingness to work in Rotational Shifts and Weekend

Familiarity with Product / Application support

PLEASE SHARE YOUR UPDATED RESUME IF YOU ARE INTERESTED TO APPLY FOR THIS ROLE.