UC Contact Center Engineer II

Required:

• 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:

• Genesys Cloud certified
• Expertise in CloudCX APIs
• Expertise in Architect flows
• WebRTC troubleshooting experience
• Development skills/certifications
• Ttypescript/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