Engineer, Contact Center Technology

• Experience: Minimum of 5 years of experience in supporting and managing telephony and contact center technologies, including PBX, ACD, IVR, CTI, and Workforce Management systems.

• Technical Expertise: Strong technical skills with experience in system configuration, troubleshooting, and ongoing support.

• Platform Experience: Developer level experience with Genesys and NICE cloud-based contact center platforms.

• Operational Insight: Deep understanding of contact center operations, including call routing, queuing, reporting, and analytics.

• Cross-Functional Collaboration: Proven experience working with cross-functional teams, including IT, business stakeholders, and third-party vendors.

• Security Awareness: Knowledge of IT security best practices and their application within contact center environments.

• Analytical Thinking: Ability to gather technical requirements, analyze challenges, and design efficient, data-driven solutions.

• Testing & Integration: Experience in system testing, deployment, and integration processes.

• Problem-Solving & Analytics: Strong problem-solving abilities with a focus on leveraging data analytics to drive performance improvements.

• Communication Skills: Exceptional communication skills, both written and verbal, with the ability to translate complex technical concepts for non-technical stakeholders.

• Ability to work in a dynamic environment, including the ability to manage and prioritize tasks while maintaining a service-oriented work ethic.

• Must be very detail-oriented, organized and able to work independently to support multiple complex projects simultaneously in a fast-paced environment.

• Ready to work in US time zone (7:30 PM to 4:30 AM IST).

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent combination of education and work experience.

• Cisco Certified Network Associate (CCNA) or other networking certifications

• Genesys Cloud CX Professional or equivalent certification in contact center technology

• Genesys Cloud CX Specialist Certifications

• NICE Certified Implementation Engineer

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration.