What are the responsibilities and job description for the UC Contact Center Engineer II position at Jobs via Dice?
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General
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 learn
- 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 issues
- 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 management
- 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