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 Apply for the job now! Apply for this job