Contact Center Engineer
2 weeks ago
- Develops, implements, integrates, administers, maintains, and supports the Genesys PureCloud and SalesForce platforms, including all media channels (voice, chat, SMS, fax, email, social, work items, etc.).
- Supports and contributes to development operations.
- Develops scalable testing tools and automated testing solutions.
- Creates a user interface that is aesthetically pleasing and creates a single view to enhance the time to delivery of services.
- Helps improve the scope, reliability, speed in automation to improve KPI’s and SLA’s.
- Communicates and collaborates with teams across the Company to create a seamless deployment of new features and toolsets.
- Works with a team employing agile strategies to meet delivery dates and other goals.
- Contributes to, produces, and maintains processes, procedures, operational and architectural documentation.
- Develops and maintains a deep understanding of network requirements for software and features deployment.
- Provides support for development, implementation, and live production.
Competency, Skills and Abilities:
- Decision making, analytical and problem-solving skills with attention to detail
- Strong verbal and written communication
- Strong organizational skills with ability to follow through
- Ability to work independently as well as follow detailed directives
- Ability to recognize weakness in existing systems and processes, track results, and offer creative solutions
- Ability to prioritize and manage multiple tasks
- Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
- Computer skills including knowledge of Microsoft Office applications
Minimum Job Qualifications:
- Bachelor’s degree in Computer Science or related work experience required
- Two (2) years of experience in developing and implementing contact center technology is required
- Two (2) years of experience with Java programming languages (JavaScript, C#, C++) is preferred
- Two (2) years of experience with REST Web services and API is preferred
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