UC Contact Center Engineer II

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

?• 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