Senior Contact Centre Engineer

Summary

Join our growing Customer Engagement (CE) practice as a consultant and help clients leverage technology for exceptional customer service. You will work on diverse projects across North America, contributing to the practice's success. Your expertise will encompass the requirements, design, and implementation of contact center solutions, including voice and web self-service systems, contact center technology, and customer experience analytics. You will be responsible for designing and configuring CCaaS platforms, providing training and problem resolution, and taking a leadership role in implementing contact center solutions. Continuous learning of new products and industry solutions is expected. This role requires significant travel.

Requirements

• University or Associate degree – preferably in Computer Science, Information Systems, or equivalent
• Experience with databases, including SQL query writing and Oracle and Microsoft SQL Server experience
• Must be willing to travel up to 20% with some national and international travel possible. (Valid passport required.)
• Minimum 3-5 years of consulting, technical knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, Web Services, and call center practices

Responsibilities

• Design and configure CCaaS platform, document specific components, provide advice, training, and problem resolution throughout the setup and installation process of Cloud Contact Center software (Five9, Genesys Cloud, Nice InContact, etc.)
• Take a leadership role in implementing contact center solutions, including planning, installing, and testing
• Work collaboratively on team or individual assignments to install and configure various CCaaS solutions
• Continually learn new products and industry solutions

Preferred Qualifications

• Technical certifications are a plus
• Experience with WFO Applications is a plus