CX Technology Engineer Senior

Overview --------

The St. Louis Support Services Division for Enterprise Mobility currently has an exciting opportunity for a CX Technology Engineer Senior!

About the Role ---------------

The Senior CX Technology Engineer designs, develops, implements, and maintains contact center communication systems, networks, and data. This position serves as a subject matter expert for the team and is responsible for multiple technical areas, including:

• Monitoring and maintenance of the systems
• Network design
• Engineering on hosted platforms
• Advising on cloud technology strategy supporting the analysis and development process for new technology or changes in the environment

We offer a robust Benefits Package, including:

• Paid Time Off
• Health, Dental, Vision insurance
• Life Insurance
• Prescription coverage (employees scheduled for 30+ hours)
• Employee discounts on car rentals, car purchases, and more
• 401(k) retirement plan with company match and profit sharing
• Educational Assistance (full-time - 40+ hours only)

About the Job --------------

This full-time position will be in person, based out of our offices in Weldon Spring, Maryland Heights, and Corporate Campus (Clayton) locations, with the opportunity to work a hybrid schedule after 90 days. The compensation range for this role is $85,400-$104,600/yr.

About the Team --------------

Enterprise Mobilitys Support Services teams are responsible for Global Call Center Operations, Replacement Rental Services Support, Information Management, Customer Service Metric Programs, North American Roadside Assistance, Sales Support, Small Business Programs, and Technical Support Helpdesks. This team consists of over 4,000 customer service professionals, support staff, and management around the globe in 15 different countries, handling 70+ million customer contacts annually.

Responsibilities ----------------

• Lead the collaboration with stakeholders to gather requirements, develop, and perform the installation, testing, modification/repair, and maintenance of cloud communication software
• Determine schedules, monitor progress, and track completion
• Monitor and maintain the performance and privacy/security of communication networks
• Collaborate with essential team members to understand contact center operations and technologies
• Diagnose issues, determine appropriate resolution paths, and serve as technical consultants to identify needs
• Determine and recommend preferred solutions to stakeholders and provide cost estimates
• Serve as a technical escalation point, collaborating with vendors to resolve issues, monitor their performance, and recommend improvements to system design or support
• Partner with internal teams to gather requirements, provide senior-level support, make recommendations based on customer needs, and deploy solutions
• Establish and maintain processes that support new technology deployments, incorporating industry best practices and emerging telecommunications trends, while providing knowledge transfer to the team
• Develop and complete project tasks within budget and meet with stakeholders to ensure projects are on schedule and milestones are being met
• Develop and maintain technical design specifications, business continuity, disaster recovery plans, and support documentation
• Analyze system usage, develop efficiencies in automation/tools, and identify cost savings opportunities
• Provide support and leadership to junior team members, assisting with problem-solving and skill-building

Qualifications -------------

• Must live in the state of Missouri and the St. Louis and surrounding area
• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
• Engineering industry standard certification (e.g., CCNP, AWS Certified Cloud Practitioner, Professional) required
• 3+ years of experience designing, implementing, and maintaining telecommunications systems
• 3+ years of experience with local and long-distance carriers, contact center telephony systems, interactive voice response, computer/telephony integration (VoIP), disaster recovery development, telephony hardware, and related products
• 2+ years of experience as a CX Technology Engineer
• 2+ years of experience utilizing CI/CD pipelines and coding languages (i.e., TypeScript, Python, nodeJS, SQL, etc.) to support cloud-based telecommunication systems
• Preferred: Interactive Voice Response, Intelligent Virtual Agent, Artificial Intelligence, Natural Language recognition experience
• Preferred: Hands-on experience with Amazon Connect configuration administration
• Preferred: Proficiency in AWS services: Lambda, S3, DynamoDB, CloudWatch, Lex, etc.
• Preferred: Exposure to testing tools and methodologies for cloud-based contact centers
• Preferred: Knowledge of global routing regulations