UC Contact Center Engineer II
UC Contact Center Engineer IIPlantation, FL – Onsite 100%General• Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers• Ability to take a requirement document, work through any ambiguity and follow through to implementation• Strong analytical and problem-solving abilities• Ability to understand complex architectures and be comfortable working with multiple teams• Strong work ethic and a team player• Enthusiasm toward technology, willingness to learnDuties & Responsibilities:• Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts• Serves as resident expert for Genesys CloudCX capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation• Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis• Perform unit and quality assurance testing• Support customer acceptance testing activities and troubleshoot/correct any issuesRequired Skills & Qualifications:• Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS• Experience administrating and supporting PureCloud (Genesys Cloud)• Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts• Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)• Understanding of business processes and how they relate to customer experience technology• Strong architecture & systems planning skills• Well versed with omni-channel technologies• Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle managementPREFERRED EXPERIENCE:• Genesys Cloud certified• Expertise in CloudCX API's• Expertise in Architect flows• WebRTC troubleshooting experience• Development skills/certifications• typescript/go/javascript/python• Backend experience with Node.js, Python, Java, or similar server-side platforms• Comfort with Docker and infrastructure-as-code tools (Terraform, CloudFormation, etc.)• Experience with React or another modern frontend framework• Familiarity with CI/CD pipelines (GitHub Actions, AWS, Jenkins, etc.)• REST WEB Services• PureCloud API's• SQL and Data analytics• Web-services, 3rd party APIs?• Genesys Cloud certified• Expertise in CloudCX API's• Expertise in Architect flows• WebRTC troubleshooting experience• Development skills/certifications• typescript/go/javascript/python• Backend experience with Node.js, Python, Java, or similar server-side platforms• Comfort with Docker and infrastructure-as-code tools (Terraform, CloudFormation, etc.)• Experience with React or another modern frontend framework• Familiarity with CI/CD pipelines (GitHub Actions, AWS, Jenkins, etc.)• REST WEB Services• PureCloud API's• SQL and Data analytics• Web-services, 3rd party APIs