Voice Engineer - CCaaS Integration
Voice Engineer - CCaaS Integration
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Job Description
Enterprise Bot is a dynamic scaleup founded in 2017. We support major companies such as SIX Group (Swiss Stock Exchange) SWICA Generali and others in enhancing customer interactions and automating processes using our Conversational AI technology.
Our global team comprises over 60 highly skilled professionals from diverse backgrounds.
Our company culture is open and progressive with stateoftheart technical solutions and flat hierarchies. Working at Enterprise Bot means experiencing a refreshing mix of passion purpose challenges and fun.
Tasks
We are seeking a skilled Voice Engineer to lead the integration of our advanced voice bot services with industryleading CCaaS platforms. In this role you will design develop and deploy scalable voice solutions that enhance customer interactions streamline communication workflows and drive operational excellence. The ideal candidate will have deep expertise in voice technologies telephony systems and API integrations along with a strong understanding of contact center environments.
Key Responsibilities
Integration & Development:
- Architect design and implement integrations between our voice bot services and CCaaS platforms.
- Develop robust APIs and middleware solutions to ensure seamless communication between systems.
System Design & Implementation
- Work with crossfunctional teams (including software developers QA and operations) to design voice system architectures.
- Optimize voice routing IVR and call handling features to improve system performance and user experience.
Troubleshooting & Support:
- Identify and resolve technical issues during the development testing and postdeployment phases.
- Provide ongoing support and maintenance for integrated voice solutions ensuring high availability and performance.
Documentation & Best Practices:
- Create and maintain detailed technical documentation including design specifications integration guides and troubleshooting procedures.
- Stay updated with the latest trends in voice technologies telephony and CCaaS recommending improvements as necessary.
Collaboration & Communication:
- Collaborate closely with product managers customer support teams and other stakeholders to understand business requirements and deliver tailored voice solutions.
- Participate in code reviews and provide mentorship to junior engineers.
Requirements
Technical Expertise:
- Strong background in voice engineering including experience with telephony systems (SIP IVR VoIP) and voice protocols.
- Proven experience integrating voice services with CCaaS or similar platforms (e.g. Genesys NICE CISCO Talkdesk etc..
- Proficiency in programming languages such as Node.js.
- Solid understanding of RESTful API development and integration.
- Experience & Education:
- Bachelors degree in Computer Science Electrical Engineering or a related field.
- Minimum of 3 years of experience in voice systems engineering or a related role
Soft Skills:
- Excellent problemsolving skills and attention to detail.
- Strong communication and collaboration abilities with a knack for explaining complex technical issues to nontechnical stakeholders.
- Ability to work independently as well as part of a diverse team.
Preferred Qualifications
- Experience with Natural Language Processing (NLP) and speech recognition/synthesis technologies.
- Familiarity with cloudbased telephony solutions and modern CI/CD pipelines.
- Certification in voice technologies or related telecommunications credentials.
Benefits
- A culture comprised of diverse global teams who have a passion for collaboration and client service.
- The ability to have an impact on a fastgrowing startup and innovative and stateoftheart AI products and solutions.
- A competitive salary and scope for further advancement.
- A great environment that promotes open feedback and a flat hierarchy working at Enterprise Bot is a refreshing mix of purpose challenge and fun.
Employment Type
Full Time
