Modern Workplace Engineer
Core
Design, build, and migrate cloud-based contact centre capabilities, including telephony, messaging, and virtual agents, to support customer and agent experience.
Role type
Senior IC Cloud Telephony & Contact Centre Engineer
Builds
Cloud telephony platforms, omnichannel communication solutions, CRM integrations, and virtual agent systems
Domain
Financial Services / Cloud Communications
Deliverable
production ML models | product features | infrastructure
Required skills
Cloud telephony platform expertise, contact centre migration experience, voice and messaging infrastructure knowledge, CRM integration, omnichannel solution design, call/message archiving and compliance implementation
Preferred skills
Zoom Contact Center, RingCentral, NICE CXone, Conversational AI, Salesforce/Dynamics integration, Workforce Management tools
Technologies
Zoom Contact Center, RingCentral, NICE CXone, Salesforce, Dynamics, WhatsApp, SMS
Responsibilities
Perform hands-on technical delivery of contact centre migration to cloud platforms, design and configure cloud telephony and messaging solutions, execute migration activities including number porting and call flow configuration, deliver CRM integrations and virtual agent deployments, review and improve call and messaging data archiving for compliance, ensure high availability and resilience of telephony systems, produce technical documentation and configuration guides
Seniority
Senior, hands-on IC
