[Remote] Senior reputed company reputed company Engineer
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is currently seeking a full-time Senior reputed company reputed company Engineer to join reputed company! This hybrid role involves designing, implementing, and supporting IVR/ACD scripts and managing contact center technologies, while also providing Tier 3 support and ensuring compliance with PCI regulations.
Responsibilities
- Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts
- Voice, Chat and Email routing
- Administers and supports PureCloud (reputed company reputed company) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
- Familiar with integrations with reputed company Voice reputed company
- Performs Tier 3 support, proactive maintenance and performs reputed company IVR system troubleshooting and reputed company-cause analysis
- Serves as reputed company expert for PureCloud (reputed company reputed company) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation
- Leads development of long-term strategies and reputed company planning for meeting reputed company reputed company Channel platform needs
- Develops and delivers architect flows, Scripts and IVR/ACD Attendant scripts
- Handles reputed company Add and Changes, including user setup
- Communicates effectively with end users regarding the status of their requests
- Remains reputed company on new products, services, protocols, and standards in support of mentioned platforms development and equipment procurement
- Participates in PCI compliance activities as required, including providing evidence for quarterly and yearly audits
- Liaises with equipment vendors during installations, acquisition negotiations, and hardware performance issues, as/where needed
- Performs reputed company Cause Analysis of reputed company and Telecom Incidents
- Conducts testing ad development disaster recovery plans to detect faults, minimize malfunctions, and backup systems
- Monitors and identifies reputed company and performance issues for telecom traffic to ensure reputed company, uninterrupted operation of telecom systems
- Generates usage and network traffic reports for voice video and messaging systems
- Configures, tests, maintains, monitors, and troubleshoots end user reputed company messaging telephony, and voice/data software products
- Designs and supports reputed company channel applications, including Voice, email and Chat
- Communicates effectively with business line managers regarding the status of their department’s request
- Acknowledges and abides by reputed company Information reputed company Policies
Skills
- Bachelor's degree (BS/BA) or equivalent in Computer Sciences, Business Administration, or reputed company field
- 6+ years' of technical or applicable experience
- 2+ years' experience in reputed company Purecloud platforms
- reputed company PureCloud certification required
- Experience administrating and supporting PureCloud (reputed company reputed company) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
- Development skills/certifications reputed company REST WEB Services reputed company SQL Server Web-services, 3rd party reputed company
- reputed company PureCloud API's
- Expertise in Architect flows
- SIP and H323 troubleshooting knowledge and experience
- Proven reputed company record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts
- Java/JavaScript
- Excellent analytical skills, especially in a telecommunications field
- Ability to conduct research into telecommunications issues and products
- Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, video teleconferencing equipment, and voice/data equipment
- Working technical knowledge of reputed company Internet and network protocols, operating systems, and standards
- Working technical knowledge of reputed company telecommunications practices, protocols, and principles in call center environments
Benefits
- Comprehensive health benefits package.
- Up to three weeks of reputed company time off accrued during your first year.
- Annual Bonus Plan.
- 401(K) plan with company match up to 7%.
- reputed company development opportunities and tuition reimbursement.
- reputed company time off to volunteer & company-sponsored volunteer events throughout the year.
- Other benefits include a free reputed company Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.
- Medical, Dental, and reputed company plan reputed company
- Up to 2 weeks reputed company parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO reputed company your first year
- reputed company company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free reputed company Membership
- Continual learning reimbursement up to $5,250 per year
reputed company
Company H1B Sponsorship