Jobs in Edmonton, Canada

Software International (SI) supplies technical talent to a variety of Fortune 100/500/1000 and many other midsized and startup organizations across Canada and the US.

We will be working with a US consulting firm on a variety of Contact Center Engineer/IVR/Routing Engineer type roles. These will be fully remote, supporting a variety of US-based clients.

Type: Remote (Must be able to work EST)

1. Design and implement voice, chat, and other contact center solutions.
2. Migrate solutions from on-prem contact center to cloud-hosted contact center as a service provider in a PCI-compliant environment.
3. Plan, document, and support the configuration of contact center supporting solutions.
4. Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions.
5. Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems.
6. Some understanding of networking principles in the contact center domain.
7. Act as the Lead Engineer, leading discovery sessions, developing solutions based on client requirements, and creating low-level designs based on best practices.
8. Design and implement VDI agent architecture enabling and supporting the capabilities above.
9. Develop solutions considering customer and agent experience and agent productivity.
10. Identify voice and chat flows that can be automated before passing the call to agents to improve overall containment.

1. 5 years experience in a combination of either Nice InContact, Cisco Cloud-based Contact Center, or Genesys Contact Center (Genesys Cloud or Genesys Engage) Engineer roles required.
2. 8+ years desired in designing, building, and managing high volume contact center platforms.
3. Experience in moving from an on-prem contact center to a cloud-based contact center.
4. Experience with at least 2 CTI integrations with commercially available CRM systems.
5. Experience in passing context from IVR and chat to the agent as part of designing an omnichannel contact center platform.
6. Strong understanding of ways to delegate PCI to other cloud-hosted providers.
7. Experience desired in designing and building chatbot and/or voicebot leveraging AWS Lex, Google Dialog Flow, or any other commercially available bot platform.