Contact Center Agent

Greetings From LanceSoft

Location: Cebu/Manila

Remote Setup

Permanent Role

Role: Contact Center Agent

Summary:

Position Summary

We are seeking a hands-on Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This role will serve as the primary telephony administrator responsible for improving call center operations, enhancing IVR/customer call flows, and implementing intelligent virtual agent capabilities.

The ideal candidate will have strong experience in contact center platforms, VoIP/SIP telephony, IVR design, and operational troubleshooting, along with exposure to conversational AI and virtual agent technologies.

Key Responsibilities

• Administer and optimize Zoom Phone and Zoom Contact Center platforms.
• Configure and manage:
• call routing,
• queues,
• dial plans,
• IVR workflows,
• agent groups,
• call recording,
• and reporting.
• Redesign and modernize existing IVR and customer self-service workflows.
• Implement and maintain virtual agent / conversational AI capabilities.
• Configure intelligent call routing and seamless handoff between virtual agents and live agents.
• Troubleshoot telephony and contact-center issues including:
• SIP/VoIP,
• call quality,
• dropped calls,
• routing failures,
• latency,
• and dialer issues.
• Perform root cause analysis and coordinate with vendors/providers as needed.
• Support integrations between Zoom Contact Center and enterprise systems such as CRM, servicing systems, LOS, and knowledge management platforms.
• Manage platform upgrades, patches, and operational enhancements.

Required Skills

• 5+ years of experience in Contact Center / Telephony Engineering.
• Hands-on experience with:
• Zoom Contact Center,
• Zoom Phone,
• or similar CCaaS/contact center platforms.
• Strong knowledge of:
• VoIP,
• SIP,
• IVR,
• call routing,
• and telephony operations.
• Experience with Virtual Agents / Conversational AI / AI-enabled IVR solutions.
• Strong troubleshooting and production support experience.
• Experience with contact-center platforms such as:
• Genesys,
• Five9,
• Cisco,
• Avaya,
• Amazon Connect (preferred).
• Knowledge of APIs, integrations, Python, or JavaScript is a plus.

Preferred Candidate Profile

• Experience modernizing legacy IVR systems.
• Strong operational and platform administration mindset.
• Experience driving adoption and optimization of underutilized contact-center platforms.
• Excellent communication and cross-functional collaboration skills.

Sample Boolean Search String

("Zoom Contact Center" OR "Zoom Phone")

AND

("Contact Center" OR CCaaS OR Telephony)

AND

(IVR OR "Virtual Agent" OR "Conversational AI")

AND

(SIP OR VoIP OR "Call Routing")

AND

(Genesys OR Five9 OR Cisco OR Avaya OR "Amazon Connect")

Alternative broader search:

("Contact Center Engineer" OR "Telephony Engineer" OR "Voice Engineer" OR "Telephony Administrator")

AND

("Zoom Contact Center" OR "Zoom Phone")

AND

(IVR OR "Virtual Agent")

AND

(SIP OR VoIP)