UC Contact Center Engineer II

Expert In Recruitment Solutions

Plantation, FL

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JOB DETAILS

SKILLS

Acceptance Testing, Amazon Web Services (AWS), Analysis Skills, Application Programming Interface (API), Automatic Call Distributor (ACD), Business Processes, Business Skills, Call Centers, Cloud Computing, Communication Skills, Continuous Deployment/Delivery, Continuous Integration, Customer Experience, Customer Support/Service, Data Analysis, Docker, Documentation, Follow Through, Genesys Solutions, GitHub, Go Programming Language (Golang), Identify Issues, Java, JavaScript, Jenkins, Node.js, Operations Planning, Presentation/Verbal Skills, Problem Solving Skills, Python Programming/Scripting Language, QoS (Quality of Service), Quality Assurance, REST (Representational State Transfer), React.js, Root Cause Analysis, SIP (Session Initiation Protocol), SQL (Structured Query Language), Scripting (Scripting Languages), System Lifecycle, Systems Administration/Management, Team Player, Telephony, Testing, User Interface/Experience (UI/UX), VoIP (Voice over IP), Voice Response Systems, Web Services, Writing Skills

LOCATION

Plantation, FL

POSTED

30+ days ago

UC Contact Center Engineer II
Plantation, FL – Onsite 100%

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 API's
• Expertise in Architect flows
• WebRTC troubleshooting experience
• Development skills/certifications
• typescript/go/javascript/python
• Backend experience with Node.js, 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 API's
• SQL and Data analytics
• Web-services, 3rd party APIs

?• Genesys Cloud certified
• Expertise in CloudCX API's
• Expertise in Architect flows
• WebRTC troubleshooting experience
• Development skills/certifications
• typescript/go/javascript/python
• Backend experience with Node.js, 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 API's
• SQL and Data analytics
• Web-services, 3rd party APIs

About the Company

Expert In Recruitment Solutions

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