UC Contact Center Engineer II

Somerset Staffing • Plantation, FL

2d

About The Position

The Contact Center Engineer II is responsible for the design, staging, configuration, implementation, and support of IVR/ACD scripts. This role serves as a resident expert for Genesys CloudCX capabilities and changes, evaluating work requests, documenting requirements, and creating design artifacts. The engineer will also provide day-to-day support, proactive maintenance, complex IVR system troubleshooting, root-cause analysis, and support customer acceptance testing.

Requirements

• Comprehensive telephony background
• 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
• Strong verbal/written communication & facilitation skills
• Ability 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

Nice To Haves

• 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

Responsibilities

• Design, staging, configuration, implementation and support of IVR/ACD scripts
• Serve as resident expert for Genesys CloudCX capabilities and changes
• Evaluate/validate work requests
• Document requirements
• Lay out design artifacts for implementation
• Provide day-to-day support
• Proactive maintenance
• Perform independent complex IVR system troubleshooting
• Perform root-cause analysis
• Perform unit and quality assurance testing
• Support customer acceptance testing activities
• Troubleshoot/correct any issues

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed