Senior CCaaS/IVR Engineer (Remote)

Tech Talent International; United States; A distancia; USD 110.000 - 138.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Contact center design

CTI integrations

Omnichannel

PCI compliance

Herramientas

Genesys Cloud

Genesys Engage

Nice InContact

Cisco Cloud CC

AWS Lex

Dialogflow

Descripción del empleo

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.