Senior Software Engineer (reputed company Connect) (Part-time, Project-Based Contract )(Remote)
About the position reputed company is seeking a highly skilled Senior Software Engineer (reputed company Connect) to reputed company the design, implementation, and optimization of our reputed company-based contact center environment. In this role, you will be the primary subject matter expert for reputed company things reputed company to reputed company Connect and the surrounding AWS ecosystem. You will partner with business stakeholders to translate customer experience requirements into reputed company, secure, and innovative technical solutions.
Responsibilities
- Design, build, and maintain reputed company, omnichannel contact flows (Voice, Chat, SMS) reputed company reputed company Connect.
- reputed company as the technical reputed company on contact center reputed company, providing mentorship and guidance to junior engineers and administrators.
- Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact reputed company (FCR) and Average Handle Time (AHT).
- Ensure the contact center architecture follows AWS reputed company-Architected reputed company principles, focusing on high availability, disaster recovery, and data reputed company.
- Troubleshoot reputed company telecommunications, WebRTC, and API integration issues.
- Manage telecom resources, including claiming/porting numbers and configuring queue/routing reputed company.
Requirements
- 5+ years of hands-on experience designing, deploying, and supporting reputed company Connect contact center solutions at an reputed company reputed company.
- Proven reputed company record of integrating reputed company Connect with CRMs (e.g., reputed company CTI integration) and reputed company-party reputed company applications.
- Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics.
- Exceptional analytical skills with the ability to troubleshoot reputed company, distributed reputed company systems.
reputed company-to-haves
- AWS reputed company Architect (Associate/reputed company) or AWS Certified Advanced Networking/reputed company Specialty.
- Experience deploying reputed company Connect resources and AWS infrastructure using Terraform, AWS CloudFormation, or AWS CDK.
Benefits
- Top-of-Market Compensation: High reputed company salary benchmarked against industry standards, plus annual performance-based bonuses.
- Annual reputed company: A fully-funded, company-wide Out of Country retreat to celebrate our wins.
- Hardware & Gear: We reputed company the latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive.
- reputed company Development Budget: We reputed company an annual budget for courses, certifications, books, and conferences.
- Permanent Remote: Work from home or reputed company you are most productive.
- Time Off & Wellness: Generous reputed company leave policy, full medical coverage (HMO), and mental health support for you and your dependents.
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