Onsite_Telephony -Contact Center Engineer_Frederick, Maryland
Posted 13
views
Description
Role Title: Telephony -Contact Center Engineer
Onsite role
Location: Location: Frederick, Maryland
Duration: 6-12+ months
Contract
Essential Skills:
The Telephony Contact Center as a Service (CCaaS) senior engineer leads the design| build| integration and deployments with architecturally sound solutioning that enables exceptional Banner customer and associate experiences.
In this role| you will deliver strategic initiatives as part of the IT Department to include the entire ecosystem of telephony transformation to include platform enhancements and modernization efforts leveraging the full engineering lifecycle.
You will translate business outcomes into resilient| scalable technical solutions;
build high-quality IVR| routing| digital| integration| and automation capabilities; and produce the documentation and operational readiness needed for reliable support.
You will collaborate closely with senior level leadership as well as the Program Director| Infrastructure Division| Operations| Telephony and IT engineers and business stakeholders| applying strong engineering discipline and attention to detail throughout delivery.
Your specific focus domains are as follows and must have deep experience in all of these:
Key Experience (6 domains):
Platform Configuration: Build and manage Five9 Cloud features| including voice and digital channels| queues| and workforce engagement elements.
IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures| call flows| and intelligent routing strategies.
System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems like CRM platforms| databases| and AWS or Azure cloud services.
Testing & Troubleshooting: Diagnose complex issues involving telephony| SIP routing logic| and APIs| while running structured unit and integration testing.
Top 3 Required Skills
Five9 Contact Center Platform Configuration & Implementation
IVR Design, Intelligent Call Routing, SIP/VoIP Technologies
API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems)
Top 3 Preferred Skills
Five9 Certifications
Salesforce Service Cloud Experience
Cloud-Native Architecture & Enterprise Integration Patterns
Education Requirements
Bachelor’s degree in computer science, Engineering, Information Systems, or a related technical field
Work Authorization
Applicants must be legally authorized to work in the United States.
Equal Employment Opportunity
Themesoft Inc is an Equal Employment Opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law.
Onsite role
Location: Location: Frederick, Maryland
Duration: 6-12+ months
Contract
Essential Skills:
The Telephony Contact Center as a Service (CCaaS) senior engineer leads the design| build| integration and deployments with architecturally sound solutioning that enables exceptional Banner customer and associate experiences.
In this role| you will deliver strategic initiatives as part of the IT Department to include the entire ecosystem of telephony transformation to include platform enhancements and modernization efforts leveraging the full engineering lifecycle.
You will translate business outcomes into resilient| scalable technical solutions;
build high-quality IVR| routing| digital| integration| and automation capabilities; and produce the documentation and operational readiness needed for reliable support.
You will collaborate closely with senior level leadership as well as the Program Director| Infrastructure Division| Operations| Telephony and IT engineers and business stakeholders| applying strong engineering discipline and attention to detail throughout delivery.
Your specific focus domains are as follows and must have deep experience in all of these:
Key Experience (6 domains):
Platform Configuration: Build and manage Five9 Cloud features| including voice and digital channels| queues| and workforce engagement elements.
IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures| call flows| and intelligent routing strategies.
System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems like CRM platforms| databases| and AWS or Azure cloud services.
Testing & Troubleshooting: Diagnose complex issues involving telephony| SIP routing logic| and APIs| while running structured unit and integration testing.
Top 3 Required Skills
Five9 Contact Center Platform Configuration & Implementation
IVR Design, Intelligent Call Routing, SIP/VoIP Technologies
API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems)
Top 3 Preferred Skills
Five9 Certifications
Salesforce Service Cloud Experience
Cloud-Native Architecture & Enterprise Integration Patterns
Education Requirements
Bachelor’s degree in computer science, Engineering, Information Systems, or a related technical field
Work Authorization
Applicants must be legally authorized to work in the United States.
Equal Employment Opportunity
Themesoft Inc is an Equal Employment Opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law.