Contact Center Engineer

Tech Talent International; United States; Remote; USD 110,000 - 138,000; Full time

Job summary

Software International (SI) is hiring a Lead Contact Center Engineer to design and implement voice and chat solutions for US clients. The role focuses on migrating from on-prem to cloud-hosted CCaaS in PCI-compliant settings, integrating CTI with CRM systems, and ensuring enterprise-grade SaaS/CCaaS operations.

You will lead discovery sessions, create detailed designs, and architect VDI solutions to support agents and customers, while prioritizing agent productivity and user experience.

Qualifications

• Must have design and deployment experience for contact centers.
• Experience migrating on-prem CC to cloud CCaaS environments.
• Proven ability to integrate CTI with CRM systems and other apps.

Responsibilities

• Design and implement voice, chat and other contact center solutions.
• Migrate on-prem CC to cloud CCaaS in PCI-compliant environment.
• Document configuration and provide end-to-end support for SaaS/CCaaS solutions.
• Lead discovery sessions and develop low-level designs based on client requirements.
• Design VDI agent architecture to support the above capabilities.

Skills

Contact center design

CTI integrations

Omnichannel

PCI compliance

Tools

Genesys Cloud

Genesys Engage

Nice InContact

Cisco Cloud CC

AWS Lex

Dialogflow

Job description

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