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Contact Center Systems Engineer
Optum Global Solutionsmakati, National Capital Region, PH14 days ago
Job descriptionUnderstanding of telephony concepts including VoIP, SIP, SIP Clusters, and SBCs Strong experience in designing and building call flows and routing concepts within contact center systems Experience supporting inbound, outbound, and multi-channel operations Proficiency with Microsoft business tools : SharePoint, OneNote, Word, Excel, Visio, Teams Ability to work as part of a larger team, adhere to priorities, and provide clear requirements and handover Experience working in agile environments, including familiarity with work tracking tools such as Rally Strong analytical skills and the ability to evaluate business requests for operational appropriateness Highly adaptable and comfortable managing frequent changes in priorities, processes, and project scope Experience with more than one contact center platform is ideal (Connect, CXOne, Engage, Cloud CX) Data : ETL, MS SQL Server, EventBridge, Snowflake, MongoDB, Amazon Kinesis, Amazon Athena Voice : VXML, TTS, ASR, Amazon Polly, Amazon Comprehend Programming & Scripting : JavaScript, JSON, Python, GraphQL, SCXML, RESTful principles, system integrations Other helpful experience : Splunk, NiCE IEX, Salesforce
Required Skills and Qualifications :
- Bachelor’s degree or equivalent in an Information Technology related field
- 5+ years’ experience in system administration or development of contact center systems
- Hands-on experience with at least one of the following systems, including the associated technologies :
o Amazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)
o NiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)
o Genesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)
Preferred Skills :
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Engineer • makati, National Capital Region, PH
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