Sr. Contact Center Engineer in Aliso Viejo, CA at Vaco

Date Posted: 10/11/2019

Job Snapshot

Job Description

Experienced Contact Center Engineers-our client has an immediate opportunity for a Sr. Contact Center Engineer; don't let your resume get lost in the shuffle - let us work for you! At Vaco, we give you an advantage over your competition! Our recruiters have direct relationships with IT hiring managers, so they can connect your work experience to the open job-promoting your strengths to the manager while preparing you for that specific interview.

Our recruiters will provide you with great insight about trends in the information technology market - keeping you up to date on compensation expectations, company culture, and growth opportunities. If your background is in IT as a Sr. Contact Center Engineer, and you want to partner with the best, apply today!

Job Description:

*Strong knowledge of Contact Center platforms with advanced experience in Self-Service, Call Routing, Workforce Management, Call Recording, Analytics, outbound campaigns, customer journey mapping and SIP/VoIP infrastructure.
*Proven expertise in defining user requirements, data analysis and designing complex call flows that will integrate with OMNI channel offerings such as email, IM, web chat and click to dial.
*Solid experience with peripheral Contact Center applications and integrations including familiarity with Salesforce CRM, ServiceNow, WFM, Display Boards and analytical reporting tools.
*Experience with completing a Contact Center migration from On-premise to cloud and the deployment of advanced API integrations.
*Knowledge of programming languages: TypeScript, JavaScript, Python, Angular 6, CSS and HTML. (Desired)
*Experience in maintaining documentation library, capturing business processes, creation of storyboards, use of all MS O365 tools, documenting business practices and training material.
*General knowledge of network and security infrastructure as it relates to real-time communications and cloud services.

FACTORS FOR SUCCESS

* Bachelor's degree in Computer Science or related field, or related work experience
*7+ years background working within the IT Department in support of Contact Center services.
*3+ years hands on experience supporting Cloud Contact Center services. (AWS Experience ideal)
*Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting.
*Experience with a range of AWS services - specifically the services that impact Connect including Lambda, DynamoDB, Cloud Formation, Cloud watch, Lex, Polly, Code Pipeline.
*Basic understanding/knowledge of the AWS ecosystem.
*Development experience with tools such as the Serverless Framework, NPM, and the AWS CLI.
*Background utilizing Microsoft Office tools (O365).
*Skilled in problem solving, decision making and meeting facilitation.
*Strong communication skills (oral/written) and capable of translating complex technical issues or design details and present to our business stakeholders, all levels of management and IT teams.
*Outstanding time-management skills must be agile, team oriented and organized.
*Strong analytical skills