CX Technology Engineer - Senior

Position: CX Technology Engineer - Senior
Location: St. Louis, Missouri - Hybrid 
Duration: Perm Placement
Job ID: 177535
Salary: $80K- $110K (Based on experience)


Job Overview:
The Senior CX Technology Engineer is responsible for designing, developing, implementing, and maintaining contact center communication systems, networks, and data. This role serves as a subject matter expert, overseeing multiple technical areas such as system monitoring, network design, and engineering on hosted platforms. Additionally, the position advises on cloud technology strategies, supporting the analysis and development of new technologies or changes in the environment. This is a full-time, in-person role with the opportunity for a hybrid schedule after 90 days.

Responsibilities:

• Collaborate with stakeholders to gather requirements and perform installation, testing, modification, repair, and maintenance of cloud communication software.
• Monitor and maintain the performance, privacy, and security of communication networks.
• Work with team members to understand contact center operations and technologies.
• Diagnose issues, recommend solutions, and provide cost estimates to stakeholders.
• Serve as a technical escalation point, collaborating with vendors to resolve issues and recommend system improvements.
• Partner with internal teams to gather requirements, provide senior-level support, and deploy solutions based on customer needs.
• Establish and maintain processes for new technology deployments, incorporating industry best practices and emerging trends.
• Develop and maintain technical design specifications, business continuity, disaster recovery plans, and support documentation.
• Analyze system usage, develop automation efficiencies, and identify cost-saving opportunities.
• Provide leadership and support to junior team members, assisting with problem-solving and skill development.

• Must live in Missouri, specifically in the St. Louis area, or be willing to relocate within 12 months.
• Must be authorized to work in the United States without requiring sponsorship 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, and telephony hardware.
• 2+ years of experience as a CX Technology Engineer.
• 2+ years of experience utilizing CI/CD pipelines and coding languages (e.g., TypeScript, Python, Node.js, SQL) to support cloud-based telecommunication systems.

• Experience with Interactive Voice Response, Intelligent Virtual Agent, Artificial Intelligence, and Natural Language recognition.
• Hands-on experience with Amazon Connect configuration and administration.
• Proficiency in AWS services such as Lambda, S3, DynamoDB, CloudWatch, Lex, etc.
• Exposure to testing tools and methodologies for cloud-based contact centers.
• Knowledge of global routing regulations.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to:

• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
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Pay Range: $80K- $110K- Yearly

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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