Contact Center Engineer – Call Routing

This is a fully remote position, open to applicants in India.

📋 Description

• Develop and maintain intricate contact center solutions along with call routing systems.

• Integrate Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs, and Five9 Contact Center as a Service.

• Engineer resilient multi-vendor solutions that ensure seamless integration across diverse vendor platforms.

• Provide strategic technology direction and support for the contact center call routing division.

• Keep up-to-date with technological advancements to effectively manage the product portfolio aligned with business requirements.

• Collaborate with various enterprise technology functions to enhance alignment, efficiency, cost-effectiveness, investments, and service delivery.

⛳️ Requirements

• 3–5+ years of experience in designing and implementing intricate call routing using AT&T’s ITPF/Route-it application.

• Extensive knowledge of provisioning Toll-Free Numbers (TFNs), SIP refer terms, along with carrier prompts and protocols.

• Capability to comprehend complex contact center business needs encompassing voice, chat, co-browse, text/SMS, click-to-call, and automated outbound dialing.

• Proficient understanding of call routing and flows, IVR, CMS, recording, overall contact center functionalities, and Avaya CM.

• Over 5 years of experience in designing, implementing, and managing contact center workflows and call flows.

• A minimum of 3 years of experience integrating with Five9 or other public cloud contact center systems like Genesys, CloudTalk, or RingCentral.

• Familiarity with the AT&T network carrier RespOrg process and reporting mechanisms.

• Practical knowledge of CMS, Cisco ICM, and contact center systems across various network types, including remote work setups.

• Experience with monitoring tools such as AMCD.

• Strong troubleshooting and diagnostic abilities related to call flows, IVR, BOTs, SBCs, and SM.

• Experience in call routing management with Verizon's Toll-Free Number Manager.

🏝️ Benefits

• Remote work options available.

• A collaborative team-oriented environment.

• Opportunities to engage in cutting-edge communications technology projects.

• A workplace that values innovation, diversity, and inclusivity.