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Sr. Software Engineer (Contact Center Platforms) (Hybrid/Onsite)

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2024-10-03 10:42:47

Job location Austin, Texas, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Job Description

Job Description

Contact Center Technology Solutions team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in day to day operations, maintaining platform and support activities.

Responsibilities:

Development and maintenance of the Contact Center Technology solutions specializing in Genesys but not limited to it.

Day to day operations and support for Contact Center platform across various channels for voice, chat and email channels.

Owns the shared responsibility of platform availability, day to day operations and security.

Work with global staff to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities.

Maintain open communication with internal staff and vendors such as Genesys Tech Support.

Coordinate with Telecom providers like AT&T, Lumen, Verizon for procuring Toll free numbers and configure the terminations

Day to day Toll free number monitoring, trunks and alerts and coordinate with team members for various issues.

Ability to work on multiple initiatives and tasks to meet the required delivery timeline, working in collaboration with various business partners, technology vendors and customers.

Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk.

Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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