Contact Center Engineer

Company: Yoh
Location: Austin
Posted on: May 16, 2020

Job Description:

Primary Job Duties & Responsibilities

Strategic thinker and partner to technology leaders and business partners.

Design & develop the future for our contact center using cloud-based solutions (inbound / outbound, IVR, Workforce Management SIP,CTI Integration, Call Recording, Analytics)

Demonstrate deep understanding of customer service domain, architecture and contact center platforms, tools and technologies (use of full suite of products such as NICE InContact, Five9, 8x8, Cisco telephony, Genesys, Nuance speech recognition)

Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers

Lead engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices

Build relationships with technical & business leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions

Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics

Excel with evaluation of emerging Contact Center technologies

Excel at presenting new technology ideas to Contact Center leadership and customers

Education, Work Experience & Knowledge:

Bachelor's degree in a related field preferred.

7-12 years of experience in enterprise, application, and/or information architecture related to contact centers technologies.

Job Specific & Technical Skills & Competencies:

7 -12 years' experience as a contact center solution lead designing, architecting, and implementing contact center technology (example: Preferred InContact, Genesys, Five9, 8x8, Fuze etc.)

Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.

Extensive experience in Contact Center Production Operations, Contact Center Technologies and Contact Center strategies.

Understanding of business processes and (digital) transformation and how they relate to customer experience technology

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V. Click here:
http://www.yoh.com/applicants-with-disabilities
to contact us if you are an individual with a disability and require accommodation in the application process.

Keywords: Yoh, Austin , Contact Center Engineer, Engineering , Austin, Texas