Workiy Inc. · nan, · Hybrid
About the job
This is a remote position.
The Voice & Contact Center Engineer will be responsible for the design, programming changes, troubleshooting, estimate preparation, staging, implementation, and upgrading of the Contact Center line of Communication Technologies including but not limited to SIP Call Routing, SBCs, and other enterprise IP Telephony & Unified Communications offerings based on project requirements. Also, should have good awareness of automation skills related to UCaaS & CCaaS technologies.
The scope of activities will include the following tasks:
The Voice & Contact Center Engineer will be responsible for the design, programming changes, troubleshooting, estimate preparation, staging, implementation, and upgrading of the Contact Center line of Communication Technologies including but not limited to SIP Call Routing, SBCs, and other enterprise IP Telephony & Unified Communications offerings based on project requirements. Also, should have good awareness of automation skills related to UCaaS & CCaaS technologies.
The scope of activities will include the following tasks:
- Lead Contact Center migration projects potentially migrating from On-Prem to CCaaS based solutions
- Preparation of documentation related to the assessment, design, implementation, and operational support of the Genesis Pure Connect on-prem solutions as well as CCaaS Solutions.
- Assist with the preparation and installation of the Cisco voice network infrastructure.
- Lead or participate in Oracle SBC related projects.
- Provide network implementation / production cutover services outside of normal business hours, as required.
- Provide technical direction / assistance to Voice Network Specialists on CCaaS technologies.
- Develop an understanding of the current Health Care standards as they relate to the Collaboration Service vertical.
- A level of education, training, and experience equivalent to a university degree or technical diploma in a program, such as Communications Technology, plus related vendor certifications such as Genesys Certified Composer Voice Developer Professional, Genesys Certified Composer Routing Developer Professional, Genesys Cloud CX Certified Associate, Genesys Intelligence Automation (GIA/GAAP) Certified Trainee, Google - UJET Certified Delivery Partner.
- In-depth knowledge / experience with current voice & contact center network standards and industry best practices required to implement a reliable voice & contact center infrastructure.
- Extensive experience with at least 03 of the following: Genesys MultiCloud CX/ Multi-Cloud, Genesys Cloud CX/ PureCloud, Genesys Composer, Amazon Connect, Amazon Chime Voice Connector SDK
- Reasonable experience with IRD, CME, GA, GAX, Pulse, AWS, Amazon Connect Contact flow designer tool, LEX bots, Lambda functions, DynamoDB, Genesys Intelligent Automation, VXML, SCXML, Tomcat, GVP, SIP, URS, ORS, Java JSON, JSNOP, etc.
- Good experience with Python, ECMA Script, Tomcat, COBOL, SQL, DB2, JCL, webservices: SOAP and RESTful, Splunk, AppDynamics, CloudWatch, Jira, AzureDevOps, KanBan, etc..
- Sound judgment and decision-making skills.
- Team player with well-developed interpersonal skills.
- Good written and verbal communication skills
