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Open nowFirst seen 4 days ago

Contact Center Engineer

Tech Talent International214 open roles

Pay
$80 – $100 an hour
Where
Mississauga, Ontario, Canada, Remote
Work mode
Remote
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Your applicationOpen nowContact Center EngineerTech Talent International · Mississauga, Ontario, Canada, Remote

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

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 : $80-100/hr C2C

Job Details

- Design and implement voice, chat and other contact center solutions

- Migrate solutions from on-prem contact center to cloud-hosted contact center as a service provider in a PCI-compliant 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 enterprise-class 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 low-level 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 Cloud-based 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 on-prem contact center to a cloud-based 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 cloud-hosted providers

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

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