Join Software International as a Contact Center Engineer

Software International (SI) supplies technical talent to various Fortune 100/500/1000 companies and numerous midsized and startup organizations across Canada and the US.

We are partnering with a US consulting firm on multiple Contact Center Engineer/IVR/Routing Engineer roles. These positions are fully remote, supporting a variety of US-based clients.

Role: Contact Center Engineers
Location: Greater Toronto Area, Canada
Type: Remote (Must be able to work EST)
Salary/Rate: $80-100/hr C2C

Job Details:

• Design and implement voice, chat, and other contact center solutions.
• Migrate on-prem contact center solutions to cloud-hosted contact center services in a PCI-compliant environment.
• Plan, document, and support the configuration of contact center supporting solutions.
• Create detailed solution designs and documentation to support the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions.
• Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems.
• Understand networking principles in the contact center domain.
• Act as the Lead Engineer, conducting discovery sessions, developing solutions based on client requirements, and creating low-level designs following best practices.
• Design and implement VDI agent architecture enabling and supporting the above capabilities.
• Develop solutions considering customer and agent experience and agent productivity.
• Identify voice and chat flows that can be automated before transferring the call to agents to improve overall containment.

Mandatory Skills:

• 5 years of experience in roles involving Nice InContact, Cisco Cloud-based Contact Center, or Genesys Contact Center (Genesys Cloud or Genesys Engage) Engineer roles.
• 8+ years of experience desired in designing, building, and managing high-volume contact center platforms.
• Experience in migrating from an on-prem contact center to a cloud-based contact center.
• Experience with at least 2 CTI integrations with commercially available CRM systems.
• Experience in designing omnichannel contact center platforms that pass context from IVR and chat to the agent.
• Strong understanding of delegating PCI to other cloud-hosted providers.
• Desired experience in designing and building chatbots and/or voicebots using AWS Lex, Google Dialog Flow, or any other commercially available bot platform.

If you have the required skills and are interested in this opportunity, we encourage you to apply.