Contact Center Engineer

Found in: Resume Library US A2 - 1 week ago


San Francisco California, United States Block Full time
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.


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