Contact Center Call Routing Engineer

Betsol; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

BETSOL is seeking a Contact Center Call Routing Engineer to design and implement multi-vendor call routing solutions in a dynamic contact center environment using Avaya, Cisco, and Five9 technologies.

You will be responsible for technology strategy, directing call routing projects, and ensuring fault-tolerant integrations across platforms, while working with enterprise IT groups to optimize performance and costs.

Qualifications

• 3–5+ years designing and implementing complex call routing using AT&T ITPF/Route-it.
• Strong knowledge of TFNs provisioning, SIP refer terms, carrier prompts.
• Ability to translate complex contact center requirements into efficient designs.
• Experience with IVR, CMS, recording, and Avaya CM workflows.
• 3+ years integrating with Five9 or other public cloud CC systems.

Responsibilities

• Design and support multi-vendor contact center solutions with fault tolerance.
• Stay current with tech trends to support portfolio and investments.
• Collaborate with enterprise technology teams to optimize cost and delivery.

Skills

Route-it / AT&T ITPF

TFN provisioning

SIP protocols

IVR / CMS

Five9 integration

Job description

Contact Center Call Routing Engineer

Company Description

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. Learn more at betsol.com

Job Description

BETSOL is recruiting a Contact Center Call Routing Engineer to be part of a team of talented engineers accountable for a dynamic contact center environment consisting of Avaya, Cisco, and Five9 technologies. This individual will provide technology strategy, direction, and support for the contact center call routing department.

You will make an impact by: Designing and supporting complex contact center solutions and call routing that incorporate technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs, and Five9 Contact Center as a Service engineer multi-vendor solutions that are fault resilient with integrations across the multi-vendor platforms Staying current with technology trends to effectively manage product portfolio in support of business needs Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery

Qualifications

• 3 - 5+ years' experience designing and implementing complex call routing utilizing AT&T’s ITPF/Route-it application.
• Vast knowledge of provisioning TFNs, SIP refer terms, carrier prompts and protocols.
• Ability to understand complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call, automated outbound dialing) and design solution resulting in resource efficiency and improve member and agent experience.
• Working knowledge of call routing and flows, IVR, CMS, recording, and overall contact center functionality and Avaya CM . 5+ years designing, implementing, and operating contact center workflows and call flows
• 3+ years' experience integrating with Five9 (preferable) or other public cloud contact center system (Genesys, CloudTalk, RingCentral etc.)

Preferred Qualifications

• Understanding of AT&T network carrier RespOrg process and reporting.
• Working knowledge CMS, Cisco ICM, and CC systems over various types of networks including work-from-home workers
• Working knowledge of monitoring tools such as AMCD
• Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR, BOTs, SBCs and SM.
• Verizon Toll Free Number Manager call routing experience

Additional Information

This position provides an opportunity to work on projects involving leading edge communications technology in a collaborative team atmosphere. A broad range of skillsets among coworkers in the department provides a work environment that values innovation, diversity, and inclusion. Employees work in a team environment comprised of highly skilled technologists from multiple departments. All of your information will be kept confidential according to EEO guidelines.

Experience Level

Mid Level