Verint Voice Contact Center Engineer
hace 4 meses
**Company Description**:
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.
BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.
We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.
**Job Description**:
We are recruiting for a Contractor, individual contributor, to be a key member of a team of highly talented engineers accountable for our client's dynamic contact center environment consisting of Verint, Avaya, Cisco, and Five9 technologies. This individual will influence and provide technology strategy, direction, management, and support for the voice and contact center infrastructure.
You will make an impact by:
- Architecting, designing and supporting complex voice and contact center solutions that incorporate technologies such as: Verint Impact 360, Aspect Workforce Management, Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBC's, and Five9 Contact Center as a Service
- Engineer multi-vendor solutions that are fault resilient with integrations across the multi-vendor platforms
- Staying current with technology trends to effectively manage product portfolio in support of business needs
- Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery
- Collaborating with Team Members to ensure that we deliver outstanding Quality, and Customer Service to our Members and Customers.
**Qualifications**:
- 5+ years’ experience supporting, designing, and implementing an enterprise Contact Center that utilizes both Verint and Aspect Infrastructure.
- Ability to work flexible Schedules to support Contact Center Technologies upgrades and changes.
- Working knowledge of Verint components; Call Recording, Quality Management, Customer Feedback, and Call Analytics.
- Working knowledge of Server Architecture, and components.
- Working knowledge of all major Cisco components: Unified Customer Voice Portal, Contact Center Enterprise, Communications Manager, Finesse, Intelligence Center, Border Element (CUBE), Peripheral Gateways
- Working knowledge of call routing and flows, IVR, CMS, recording, and overall contact center functionality
- 5+ years designing, implementing, and operating contact center workflows and call flows
- 3+ years’ experience integrating with both on-premises, and public-cloud contact center systems
**Preferred Qualifications**:
- Working knowledge of Contact Center Technologies.
- Working knowledge of IP telephony and contact center technology including SIP, session border controllers, integration with SIP service providers, TDM-SIP integration, UC-CC integration
- Understanding of IP networking including Cisco routers, switches, firewalls and VPN, and F5 load balancers
- Working knowledge of diagnostics and troubleshooting techniques.
- Able to run projects to change/migrate/modernize the CVS network and voice infrastructure
**Education**:
Bachelors degree or equivalent work experience
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