Vacancy expired!
- We're actively seeking a talented Sr. Contact Center/UC Engineer with extensive background in support of cloud contact center and emerging technologies such as IVR, Speech Recognition, Voice Biometrics, OMNI Channel, and CRM integrations. Pacific Life's Enterprise Amazon AWS Contact Center/IVR applications are a cloud-based solution.
- This position will provide advanced technical and operational support around all aspects of the Contact Center environment. Daily responsibilities include customer journey mapping, interaction, design, documentation, coding, report analysis, implementation and troubleshooting of the call flow applications and integrations.
- Deliver on strategic contact center initiatives through planning, design proposals, developing POC's, business partnership, vendor engagement and team partnership.
- Using experience and expertise to analyze, troubleshoot and resolve complex technical issues.
- Being agile, team oriented, and organized and able to pivot and adapt to deployments and changes in our environment.
- 5+ years of technical experience in support of Contact Center and UC/telephony
- 3+ years hands on experience supporting Cloud Contact Center services. (AWS Connect experience ideal)
- Proven experience in defining user requirements and customer journey mapping, provide data analysis and creating complex call flows that will integrate with OMNI channel offerings such as email, IM, web and chat.
- Utilize In depth technical experience with contact center applications and integrations including familiarity with Salesforce CRM, ServiceNow, WFM and reporting tools.
- Knowledge and experience utilizing the suite of AWS microservices including Lambda, Lex, Polly, S3, and EC2 is desired.
- Knowledge of programming languages is critical for success in this role: JavaScript, Python, and HTML.
- General understanding or background in cloud technology development.
- General understanding of network architecture and server terminology as it relates to UC services.
- Experience in maintaining documentation library, capturing business processes, creation of storyboards, and training material.
- Sharp communication skills (oral/written) and capable of translating complex technical issues or design details and present to our business stakeholders, all levels of management and IT teams.
- Bachelor's degree in Computer Science or related field, or related work experience
- Background in Cloud Contact Center technologies
- Experience is programming languages and meet the technical skills outlined above
- ACD
- API Integrations
- Call Queuing
- Call Scripting
- Cloud Contact Center
- IoT
- IVR Speech Recognition
- OMNI Channel
- Programming Languages
- Real-time Communications
- Salesforce CRM Integration
- VoIP
- AWS Connect
- AWS Ecosystem
- Developer
- Lambda, DynamoDB, Cloud Formation, Cloud watch, Lex, Polly, Code Pipeline.
- TypeScript, JavaScript, Python, Angular 6, CSS and HTML.
- Voice Biometrics
Vacancy expired!