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