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Senior Contact Center Engineer

4 months ago

San Francisco CA, United States Square Full time
Company Description

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

Job Description

As a team, we are the direct link to the voice of our customers. When our customers need help they are usually in the midst of managing a small business and they don't want to wait for answers. Simply put, they want to speak to a human. In an ideal world, we know exactly who our customers are and what they need the moment they contact us. Using information from previous interactions and current product usage, we're able to quickly direct them to the information they need to rapidly resolve issues or realize opportunities.

Our voice capabilities take advantage of a global presence, ensuring local 24x7 voice support across time zones. The reliability and quality of services are driven by the scalability and efficiency of our platforms and partners. This relies on the interaction of multiple Square systems in a constant feedback loop where the voice platform provides real-time data to the business that can be consumed in future interactions. On this team, you will work on state-of-the-art technologies to ensure both internal and external customers have the best possible experience with Square.

You Will:

  • Build and maintain a voice focused contact center omni channel platform for Square to have productive and personalized interactions with our customers.

  • Lead medium sized solutions architecture and development of phone and voice solutions for platforms and teams across the enterprise.

  • Provide technical leadership on different CCaaS voice platforms

  • Participate in an on-call rotation for any issues related to production support.

  • Help build state of the art omni channel contact center solutions that provide best in class customer and advocate experience.

Qualifications

You Have:

  • 4+ years of experience in Contact Center Technologies implementations and solutions.

  • Experience in developing Amazon Connect contact flows, AWS Lambda , DynamoDB, Lex Bots, API Gateway, AWS Pinpoint and Amazon Connect Streams for CCP Customizations.

  • Strong debugging, troubleshooting, and problem solving skills required.

  • Must have experience in designing and implementing call routing using routing profiles, queues, call backs, emergency messages, hours of operations, holiday routing with dynamic messaging

  • Must have strong programming skills in node.js, python, or ruby. Experience in AWS Lambda is highly preferred.

  • Experience with AWS serverless architecture and services such as Contact Lens, AWS Pinpoint, S3, IAM, Lambda, Kinesis Data and Video Streams, KMS, Secret Manager preferred.

  • Experience with Github / bitbucket for source / version control. Experience with CI / CD pipelines using Terraform and Cloud Formation.

  • Deep understanding of Contact Center Architecture / Reporting / WFM Integration / IVR / Speech Recognition / Agent Phone Panel (amazon connect streams)

  • Working knowledge of popular communications protocols and APIs such as WebRTC and SIP

  • SQL query writing and data analysis.

  • Proficiency in Salesforce amazon connect CTI Adapter integration.

Even Better:

  • An advanced degree in computer science, engineering or mathematics.

  • Experience designing applications with responsibility for infrastructure robustness, including networking, communications, and storage.

  • Knowledge in application, server, or network security

  • AWS Solution Architecture certifications

  • Knowledge of Information and Data security (PCI / PII / GDPR / DNCL / e911 / e164)

Technologies We Use:

  • Amazon Connect, AWS Lambda, AWS DynamoDB, AWS API Gateway, AWS Lex (Voice / Chat Bots), AWS S3, Amazon Connect Streams, AWS Pinpoint, Kinesis Video and Data streams.

  • Ruby, NodeJS / Python (Lambda) / Javascript / Typescript

  • Terraform / Cloud formation

  • Github

  • Snowflake

  • WebRTC

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $148,700 - USD $185,900

Zone B: USD $141,300 - USD $176,600

Zone C: USD $133,800 - USD $167,300

Zone D: USD $126,400 - USD $158,000

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Full-time employee benefits include the following:

  • Healthcare coverage (Medical, Vision and Dental insurance)
  • Health Savings Account and Flexible Spending Account
  • Retirement Plans including company match
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
  • Paid parental and caregiving leave
  • Paid time off (including 12 paid holidays)
  • Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
  • Learning and Development resources
  • Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page .

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.

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