Voice & Contact Center Engineer

3 weeks ago

Burnaby BC, Canada Procom Full time
Senior Voice & Contact Engineer
On behalf of our client, Procom is currently seeking a Voice & Contact Engineer fora six (6) month engagement based in Burnaby, British Columbia. While this client is pleased to offer a remote work model when possible, this role will require frequent site visits across the lower mainland BC.

Voice & Contact Engineer Job Details
The Voice & Contact Center Engineer will be responsible for the design, programming changes, troubleshooting, estimate preparation, staging, implementation, and upgrading of the Contact Center line of Communication Technologies including but not limited to SIP Call Routing, SBCs, and other enterprise IP Telephony & Unified Communications offerings based on project requirements.
Also, should have good awareness of automation skills related to UCaaS & CCaaS technologies.
Lead Contact Center migration projects potentially migrating from On-Prem to CCaaS based solutions
Preparation of documentation related to the assessment, design, implementation, and operational support of the Genesis Pure Connect on-prem solutions as well as CCaaS Solutions.
Assist with the preparation and installation of the Cisco voice network infrastructure.
Lead or participate in Oracle SBC related projects.
Provide network implementation / production cutover services outside of normal business hours, as required.
Provide technical direction / assistance to Voice Network Specialists on CCaaS technologies.
Develop an understanding of the current Health Care standards as they relate to the Collaboration Service vertical.

Voice & Contact Engineer Mandatory Skills
A level of education, training, and experience equivalent to a university degree or technical diploma in a program, such as Communications Technology, plus related vendor certifications such as Genesys Certified Composer Voice Developer Professional, Genesys Certified Composer Routing Developer Professional, Genesys Cloud CX Certified Associate, Genesys Intelligence Automation (GIA/GAAP) Certified Trainee, Google - UJET Certified Delivery Partner.
In-depth knowledge / experience with current voice & contact center network standards and industry best practices required to implement a reliable voice & contact center infrastructure.
Extensive experience with at least 03 of the following: Genesys Engage On-premises, Genesys MultiCloud CX/ Multi-Cloud, Genesys Cloud CX/ PureCloud, Genesys Composer, Amazon Connect, Amazon Chime Voice Connector (Beta)
Good experience with Python, ECMA Script, Tomcat, COBOL, SQL, DB2, JCL, webservices: SOAP and RESTful, Splunk, AppDynamics, CloudWatch, Jira, AzureDevOps, KanBan, etc..
Sound judgment and decision-making skills.
Team player with well-developed interpersonal skills.
Good written and verbal communication skills

Voice & Contact Engineer Nice-To-Have Skills
Experience working within a British Columbian Health Authority
Reasonable experience with IRD, CME, GA, GAX, Pulse, AWS, Amazon Connect Contact flow designer tool, LEX bots, Lambda functions, DynamoDB, Genesys Intelligent Automation, VXML, SCXML, Tomcat, GVP, SIP, URS, ORS, etc.

Voice & Contact Engineer Assignment Length
Ten (10) month contract with the potential for three (3) extensions of six (6) months each.

Voice & Contact Engineer Start Date
ASAP

Voice & Contact Engineer Assignment Location
Main office is in Burnaby, British Columbia. Consultants will work a hybrid model; they will need access to reliable transportation as this role requires frequent site visits to various health facilities in British Columbia.

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