Contact Center Engineer

Software International (SI) supplies technical talent to a variety of Fortune 100/500/1000 and many other midsized and startup organizations acrossCanada and the US.

We will be working with a US consulting firm on a variety of Contact Center Engineer/IVR/Routing Engineer type roles. These will be fully remote , supporting a variety of US based clients.

Type: Remote (Must be able to work EST)

Job Details

• Design and implement voice, chat and other contact center solutions
• Migrate solutions from on-prem contact center to cloud-hosted contact center as a service provider in a PCI-compliant environment
• Plan, document, and support the configuration of contact center supporting solutions
• Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions
• Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems
• Some understanding of networking principles in contact center domain
• Act as the Lead Engineer, leading discovery sessions, developing solutions based on client requirements, and creating low-level designs based on best practices
• Design and implement VDI agent architecture enabling and supporting the capabilities above
• Develop solution considering customer and agent experience and agent productivity
• Identify voice and chat flows that can be automated before passing the call to agents to improve overall containment

Mandatory Skills

• 5 years experience as in combination of either Nice InContact, Cisco Cloud-based Contact Center or Genesys Contact Center (Genesys Cloud or Genesys Engage) Engineer roles required
• 8+ years desired in designing, building, and managing high volume contact center platforms
• Experience in moving from an on-prem contact center to a cloud-based contact center
• Experience with at least 2 CTI integrations with commercially available CRM systems
• Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform
• Strong understanding in ways to delegate PCI to other cloud-hosted providers
• Experience desired in designing and building chatbot and/or voicebot leveraging AWS Lex, Google Dialog Flow or any other commercially available bot platform