UC Contact Center Engineer II - REMOTE WORK
Job title: UC Contact Center Engineer II - REMOTE WORK in Dallas, TX at Primus Global Services
Company: Primus Global Services
Job description: UC Contact Center Engineer II - REMOTE WORK - 64120Pay Range - $75 - $80/hrOne of our top clients is looking for a UC Contact Center Engineer II to join their team remotely.Must have:1) Experience with Genesys Cloud ,2) Comprehensive Telephony BackgroundFamiliarity with remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers enhances the candidate's ability to manage and support the entire infrastructure.Job Description: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 learnDuties & 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
Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as neededRequired Skills & Qualifications:
Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS
5+ years of practical, hands-on experience maintaining large (1000 agents plus), multi-site, complex contact center environments
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 supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions
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 managementPreferred Experience:
Genesys Cloud certified
Expertise in CloudCX API's
Expertise in Architect flows
WebRTC troubleshooting experience
Development skills/certifications
Java/JavaScript
HTML
REST WEB Services
PureCloud API's
SQL and Data analytics
Web-services, 3rd party APIsFor immediate consideration:Pavan
PRIMUS Global Services
Direct 972-798-2661
Desk: (972) 753-6500 x 203
Email: [email protected]
Expected salary: $75 - 80 per hour
Location: Dallas, TX
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