CCaaS Platform Engineer | Telecom

We are seeking a highly skilled and experienced CCaaS Platform Engineer to join our dynamic team. This technical role involves overseeing the performance and reliability of a CCaaS platform, ensuring optimal operation and exceptional user experience in a telecom environment. The successful candidate will be instrumental in managing system health, call quality, and platform updates. This is a fully remote role and can be performed from an approved location.

Responsibilities

• Monitor and maintain the CCaaS platform's uptime, call quality, and overall system health to ensure a consistent agent and customer experience.
• Administer and configure call routing, queues, and Interactive Voice Response (IVR) systems according to operational and business requirements.
• Act as the technical point of contact for contact center leadership, facilitating issue resolution, user support, and platform enhancements.
• Manage relationships with CCaaS vendors and carriers, coordinate incident resolution, oversee service-level performance, and handle escalations.
• Lead change management initiatives, including evaluating, testing, and implementing new platform features, integrations, and updates in collaboration with IT and operations teams.
• Ensure compliance with industry standards and maintain documentation for system configurations and procedures.
• Provide technical training and support to team members, enhancing their understanding of the platform and its features.
• Stay updated on new technologies and trends in the CCaaS space to drive continuous improvement and innovation within the platform.

Qualifications

• Proven experience as a CCaaS Platform Engineer or similar role within the telecom industry.
• Strong technical expertise in CCaaS technologies and telecommunication systems.
• Experience with configuring and managing IVRs, call routing, and queuing systems.
• Ability to work effectively in a remote setting and collaborate with remote teams.
• Excellent problem-solving skills and the ability to manage complex technical issues.
• Strong interpersonal and communication skills to interact with various stakeholders.
• Knowledge of industry compliance and regulatory standards related to telecommunications.
• Ability to lead projects and implement strategic changes to enhance system performance.
• Willingness to continuously learn and adapt to new technologies and changes in the industry.
• Relevant certifications in CCaaS or telecommunications platforms are preferred.

Pay Range: $45.00-$65.00 per hour

This is a fully remote role and can be performed from an approved location.