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 APIs

Expertise in Architect flows

WebRTC troubleshooting experience

Development skills/certifications

typescript/go/javascript/python

Backend experience with 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 APIs

SQL and Data analytics

Web-services 3rd party APIs

Genesys Cloud certified

Expertise in CloudCX APIs

Expertise in Architect flows

WebRTC troubleshooting experience

Development skills/certifications

typescript/go/javascript/python

Backend experience with 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 APIs

SQL and Data analytics

Web-services 3rd party APIs

Required Skills :

Basic Qualification :

Additional Skills :

Background Check : No

Drug Screen : No