Description

You will design and implement Contact Center solutions using CCaaS platforms.

This role is remote.

Responsibilities

• Design and implement IVR systems on platforms such as Google CCAI, Genesys Cloud, Amazon Connect, Five9, Cisco, or Avaya.
• Integrate backend systems via APIs, Web Services, Messaging, CMS, and Ticketing Systems.
• Configure Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), Call Routing, Queue Management, and Skill-Based Routing.
• Design Call Flows, Agent Scripts, and Customer Workflows for Live Agent Operations including Disposition Codes, AHT, and Transfers.
• Handle SIP and Telephony integrations for the solution.

Required Skills

• 6 years of experience with CCaaS platforms (Google CCAI, Genesys Cloud, Amazon Connect, Five9, Cisco, Avaya).
• Proficiency in SIP and Telephony integration.
• Experience with API and Web Service development for backend integration.
• Understanding of ACD, CTI, and advanced Call Routing logic.
• Familiarity with Call Flow design and agent workflow optimization.
• Strong communication and interpersonal skills.
• Ability to work independently and collaborate effectively in a team setting.

Preferred Skills

• 3-year tenure in previous roles.

Key Skills

Education

Not specified