UC Contact Center Engineer

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We're looking to hire a Unified Communications (UC) Contact Center Engineer.

Join our client's team as a pivotal contributor, where your expertise in Unified Communications will drive the evolution of their contact center solutions. Your role will be integral in designing, implementing, and supporting advanced IVR/ACD scripts, ensuring seamless communication and exceptional customer experiences.

Key Responsibilities

• Design, stage, configure, and implement IVR/ACD scripts to enhance contact center operations.

• Act as the go-to expert for Genesys CloudCX, evaluating work requests and documenting requirements for implementation.

• Provide proactive maintenance and support, conducting complex IVR system troubleshooting and root-cause analysis.

• Perform unit and quality assurance testing, supporting customer acceptance testing and resolving any issues.

• Collaborate with Telecom and infrastructure teams on planning, design, and project tasks.

Required Skills & Qualifications

• Extensive telephony background with a deep understanding of WebRTC, SIP, VoIP, and QoS.

• Over 5 years of hands-on experience in maintaining large, multi-site contact center environments.

• Proven experience in administering and supporting PureCloud (Genesys Cloud).

• Demonstrated ability to develop and deliver architect flows, scripts, and IVR/ACD attendant scripts.

• Familiarity with contact center technologies such as ACD, dialer, call recordings, and WFM.

• Strong understanding of supporting technologies, including remote and virtual desktop management, VoIP, and Active Directory.

• Solid grasp of customer service methodologies and contact center metrics.

• Experience in supporting and enhancing enterprise-wide telephony and contact center solutions.

• Proficient in architecture and systems planning, with a strong knowledge of omni-channel technologies.

Preferred Experience

• Genesys Cloud certification.

• Expertise in CloudCX APIs and Architect flows.

• Proficiency in WebRTC troubleshooting and development skills in Java/JavaScript, HTML, REST, and SQL.

• Experience with web services and third-party APIs.

Perks & Benefits: 

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k Program
• Commuter Benefit
• eLearning
• Education Reimbursement
• Ongoing Training & Development
• *To qualify for our benefits package, you must work over 30 hours per week and the length of assignment must be a minimum of 10 weeks.

Embrace this opportunity to leverage your skills in a dynamic environment, contributing to the success of our client's contact center solutions.

To learn more about this opportunity, apply now. Our recruitment team will be in touch, guide you through the interview process, and advocate on your behalf.

APPLICATION DEADLINE: 05/23

Employer Details:

• Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
• Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
• Onward Search is a drug-free workplace.
• Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing and technology. Our clients are continuously turning to us to fill their open positions. Therefore, there is no application deadline for this position, as we are seeking candidates for this type of role across all our clients on an ongoing basis.