As a team, we are the direct link to the voice of our customer. When our customers need help they are usually in the midst of managing a small business and they don’t want to wait for answers. In an ideal world, we know exactly who our customers are and what they need the moment they contact us. Using information from previous interactions and current product usage, we’re able to quickly direct them to the information they need to resolve issues or realize opportunities.
- Lead architecture and development of phone and voice solutions for platforms and teams across the enterprise.
- Provide technical leadership on different CCaaS voice platforms
- Participate in an on-call rotation for any issues related to production support.
- Experience with CI/CD pipelines and with Github / bitbucket for source / version control.
- Working knowledge of WebRTC and SIP.
- SQL query writing and data analysis.
Qualification & Experience:
- 3+ years of customer-facing Technical Project Leadership Background in Contact Center Technologies
- Experience in designing and implementing call routing with dynamic messaging