CX Technology Engineer Senior

Enterprise Holdings•Clayton, MO

3d•$85,400 - $104,600•Hybrid

About The Position

The Senior CX Technology Engineer designs, develops, implements, and maintains contact center communication systems, networks and data. This position serves as a subject matter expert for the team and is responsible for multiple technical areas including monitoring and maintenance of the systems, network design, and engineering on hosted platforms. This position also advises on cloud technology strategy supporting the analysis and development process for new technology or changes in the environment. We offer a robust Benefits Package including, but not limited to: Paid Time Off Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours) Employee discounts on car rentals, car purchases and much more! 401(k) retirement plan with company match and profit sharing Educational Assistance (full time - 40+ hours only) This full-time position will be in person, based out of our offices in Weldon Spring, Maryland Heights and Corporate Campus (Clayton) locations with the opportunity to work a hybrid schedule after 90 days. This role has a schedule of Monday-Friday with a start time ranging from 7:00am-8:00am CST. The compensation range for this role is $85,400-$104,600/yr. Enterprise Mobility’s Support Services teams are responsible for Global Call Center Operations, Replacement Rental Services Support, Information Management, Customer Service Metric Programs, North American Roadside Assistance, Sales Support, Small Business Programs and Technical Support Helpdesks. This team consists of over 4,000 customer service professionals, support staff and management around the globe in 15 different countries with 70+ million customer contacts handled annually.

Requirements

Must live in the state of Missouri and the St. Louis and surrounding area
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Engineering industry standard certification (e.g., CCNP, AWS Certified Cloud Practioner, Professional) required
3+ years experience designing, implementing, and maintaining telecommunications systems
3+ years experience with local and long distance carriers, contact center telephony systems, interactive voice response, computer/telephony integration (VoIP), disaster recovery development, telephony hardware and related products
2+ years Experience as a CX Technology Engineer
2+ years experience utilizing CI/CD pipelines and coding languages (i.e. TypeScript, Python, nodeJS, SQL etc.) to support cloud based telecommunication systems

Nice To Haves

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

Responsibilities

Lead the collaboration with stakeholders to gather requirements, develop and perform the installation, testing, modification/repair, and maintenance of cloud communication software; determine schedules, monitor progress and track completion
Monitor and maintain the performance and privacy/security of communication networks
Collaborate with essential team members to understand contact center operations and technologies
Diagnose issues, determine appropriate resolution path and serve as technical consultant to identify needs; determine and recommend preferred solutions to stakeholders and provide cost estimate
Serve as a technical escalation point, collaborating with vendors to resolve issues, monitor their performance, and recommend improvements to system design or support
Partner with internal teams to gather requirements, provide senior level support, make recommendations based on customer needs, and deploy solutions
Establish and maintain processes that support new technology deployments, incorporating industry best practices and emerging telecommunications trends, while providing knowledge transfer to the team
Develop and complete project tasks within budget and meet with stakeholders to ensure projects are on schedule and milestones are being met
Develop and maintain technical design specifications, business continuity, disaster recovery plans and support documentation
Analyze system usage, develop efficiencies in automation/tools and identify cost savings opportunities
Provide support and leadership to junior team members, assisting with problem solving and skill building

Benefits

Paid Time Off
Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours)
Employee discounts on car rentals, car purchases and much more!
401(k) retirement plan with company match and profit sharing
Educational Assistance (full time - 40+ hours only)

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