Senior Contact Center Engineer

Description:

We are seeking a highly-experienced Senior Contact Center Engineer to join our team. The ideal candidate will have an expert understanding of telecommunications and contact center technologies, excellent communication skills, and a strong background in designing, implementing, and maintaining complex contact center solutions. As the most Senior IT Communications Engineer, you will lead technical projects, provide guidance to other engineers, and ensure the optimal performance of our contact center systems.

Responsibilities:

• Lead the design and implementation of contact center solutions for our clients, including call routing, IVR, and CRM integrations. 
• Collaborate with internal and external stakeholders to gather business requirements, provide technical guidance and develop future enhancement strategies.
• Analyze and troubleshoot complex technical issues related to contact center systems and applications.
• Provide technical guidance and mentorship to other engineers on the team.
• Conduct regular assessments of contact center systems and applications to ensure optimal performance and identify areas for improvement.
• Provide after-hours support and maintenance as needed.

Qualifications:

• Bachelor’s degree or 7+ years experience in Information Technology
• 5+ years of experience in designing, implementing, and supporting next-generation contact center solutions (CCaaS or UCaaS)
• 5+ years experience in managing complex large-scale cloud contact center technologies, such as Five9, Genesys, NICE, or other leading contact center platforms
• Deep technical knowledge and expertise with contact center technologies, including advanced Call Routing, ACD, IVR, CTI, and CRM integrations
• Expert analytical and troubleshooting skills
• Excellent  communication skills with the ability to explain technical issues to non-technical stakeholders
• Experience working in project-oriented environments with ticketing and collaboration tools (Salesforce, Zendesk, Confluence, JIRA, Slack)
• Ability to work independently and as part of a team in a fast-paced environment
• Experience leading large-scale or complex technical projects and mentoring other engineers