Contact Center Engineer

Software International (SI) supplies technical talent to a variety of Fortune 100/500/1000 and many other midsized and startup organizations across Canada and the US.

We will be working with a US consulting firm on a variety of Contact Center Engineer/IVR/Routing Engineer type roles. These will be fully remote supporting a variety of US based clients.

Role : Contact Center Engineers

Location: Greater Toronto Area Canada

Type: Remote (Must be able to work EST)

Salary/Rate : $80100/hr C2C

Job Details
Design and implement voice chat and other contact center solutions
Migrate solutions from onprem contact center to cloudhosted contact center as a service provider in a PCIcompliant environment
Plan document and support the configuration of contact center supporting solutions
Create detailed solution designs and documentation that supports the development implementation and operations of enterpriseclass SaaS/CCaaS solutions
Proficient in centralized contact center scripting routing recording and integration with CRM and other systems
Some understanding of networking principles in contact center domain
Act as the Lead Engineer leading discovery sessions developing solutions based on client requirements and creating lowlevel designs based on best practices
Design and implement VDI agent architecture enabling and supporting the capabilities above
Develop solution considering customer and agent experience and agent productivity.

Identify voice and chat flows that can be automated before passing the call to agents to improve overall containment.

Mandatory Skills
5 years experience as in combination of either Nice InContact Cisco Cloudbased Contact Center or Genesys Contact Center (Genesys Cloud or Genesys Engage) Engineer roles required

8 years desired in designing building and managing high volume contact center platforms
Experience in moving from an onprem contact center to a cloudbased contact center
Experience with at least 2 CTI integrations with commercially available CRM systems
Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform
Strong understanding in ways to delegate PCI to other cloudhosted providers

Experience desired in designing and building chatbot and/or voicebot leveraging AWS Lex Google Dialog Flow or any other commercially available bot platform

Remote Work :

No