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Contact Center Engineering Support Resources
TekSalt SolutionsMinneapolis, MN, US12 days ago
Job type
- Full-time
Job descriptionKeen interest in learning the existing setup of the current customer experience platform. Ability to work with minimal supervision and have a proactive approach to problem solving. 5+ years of experience in the Contact Center Engineering / Support field. At least 2 years of experience in any CCaas solution. (Twilio, AWS Connect, Genesys, etc) Experience with JavaScript or TypeScript development for API Integration. Experience managing adjunct system integrations for Customer Experience platforms. (like Aspect WFM, Calabrio Call Recording, Email / Social Media Management Suites, etc.) Familiarity with third party tools like Service Now, Kibana, Splunk, etc. Prior / current experience Twilio Contact Center Platform. Specifically, experience with managing phone numbers, chat, and other channels within Twilio Programmable Voice / Chat space. Developing Twilio Insights reports / dashboard for Contact Center Reporting. Experience in Agile Development and DevOps practices (CI / CD pipeline and deployment automation)
Job Title : Contact Center Engineering Support Resources
Location : Minneapolis, MN
Must have skills : Twilio or AWS Connect
Responsibilities
Job Description :
- Review and maintain call routing solutions in place for supporting Enterprise Contact Center.
- Develop and integrate Twilio APIs into Customer Experience platform.
- Build Call flows and routing rules using Twilio Studio, Functions, Programmable Voice, and TaskRouter.
- Monitor, troubleshoot and optimize call flows and performance metrics.
- Create technical documentation and runbooks necessary for smooth operation of the Customer Experience platform.
- Monitor and manage third party monitoring platforms like Kibana and Splunk, to identify and resolve issues within the Twilio platform.
- Be responsible for monitoring / maintaining Service Account and SSL Certificate lifecycle and perform renewal activities in a timely manner.
- Manage ServiceNow queues and respond / resolve assigned tickets with SLAs.
- Be a part of the existing Agile / Scrum team and willing to follow Scrum ceremonies for efficient operation of the team and platform.
Required Skills
Preferred Skills
We are an equal opportunities employer and welcome applications from all qualified candidates.
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Contact Center • Minneapolis, MN, US
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