UC Contact Center Engineer II

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 learn

Duties & 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

Required Skills & Qualifications:

Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS 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 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 management

PREFERRED EXPERIENCE

Genesys Cloud certified Expertise in CloudCX API s Expertise in Architect flows WebRTC troubleshooting experience Development skills/certifications typescript/go/javascript/python Backend experience with Node.js, Python, Java, or similar server-side platforms Comfort with Docker and infrastructure-as-code tools (Terraform, CloudFormation, etc.) Experience with React or another modern frontend framework Familiarity with CI/CD pipelines (GitHub Actions, AWS, Jenkins, etc.)

REST WEB

Services PureCloud API s SQL and Data analytics Web-services, 3rd party APIs ? Genesys Cloud certified Expertise in CloudCX API s Expertise in Architect flows WebRTC troubleshooting experience Development skills/certifications typescript/go/javascript/python Backend experience with Node.js, Python, Java, or similar server-side platforms Comfort with Docker and infrastructure-as-code tools (Terraform, CloudFormation, etc.) Experience with React or another modern frontend framework Familiarity with CI/CD pipelines (GitHub Actions, AWS, Jenkins, etc.)

REST WEB

Services PureCloud API s SQL and Data analytics Web-services, 3rd party APIs