Contact Center Engineer

Software International (SI) supplies technical talent to a variety of Fortune 100/500/1000 and many other midsized and startup organizations across Canada and the US. We will be working with a US consulting firm on a variety of Contact Center Engineer/IVR/Routing Engineer type roles. These will be fully remote , supporting a variety of US based clients. Role : Contact Center Engineers Location: Greater Toronto Area, Canada Type: Remote (Must be able to work EST) Salary/Rate : $80-100/hr C2C Job Details - Design and implement voice, chat and other contact center solutions - Migrate solutions from on-prem contact center to cloud-hosted contact center as a service provider in a PCI-compliant environment - Plan, document, and support the configuration of contact center supporting solutions - Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions - Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems - Some understanding of networking principles in contact center domain - Act as the Lead Engineer, leading discovery sessions, developing solutions based on client requirements, and creating low-level designs based on best practices - Design and implement VDI agent architecture enabling and supporting the capabilities above - Develop solution considering customer and agent experience and agent productivity. - Identify voice and chat flows that can be automated before passing the call to agents to improve overall containment. Mandatory Skills - 5 years experience as in combination of either Nice InContact, Cisco Cloud-based Contact Center or Genesys Contact Center (Genesys Cloud or Genesys Engage) Engineer roles required - 8+ years desired in designing, building, and managing high volume contact center platforms - Experience in moving from an on-prem contact center to a cloud-based contact center - Experience with at least 2 CTI integrations with commercially available CRM systems - Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform - Strong understanding in ways to delegate PCI to other cloud-hosted providers - Experience desired in designing and building chatbot and/or voicebot leveraging AWS Lex, Google Dialog Flow or any other commercially available bot platform