Contact Center Solutions Integrator

2 days ago

Montreal, Quebec, Canada CallTower, Inc. Full time

Position Summary

Acting as a core member of the assigned project delivery team, the solutions integrator provides creative and practical solutions to business challenges, configures CCaaS solutions and builds integrations to various contact center systems. The solutions integrator is responsible for delivering quality installation services and personalized customer-focused support in a timely manner.

Position Responsibilities:

· Act as a technical advisor with expert understanding of partnering CCaaS solutions

· Assist the business analyst in gathering business and technical requirements and maintain build books

· Implement, configure and test proposed solutions, which may include:

· Spin up CCaaS instances and configure SIP trunking and integrations

· Build Voice Bots, Chat Bots, Self-service IVRs and DTMF IVRs

· Perform system configurations, create users, skills, queues, inbound/outbound campaigns, etc.

· Omni-channel experiences

· AI driven tools such as real-time transcription, agent assist, speech and text analytics, predictive engagement, etc.

· Participate in AI application builds

· Maintain technical library with processes, scripts, common module descriptions or any other relevant documentation that can be used to efficiently deliver projects.

· Acquire and maintain knowledge of partnering solutions' offering, remaining up to speed with all new features and releases.

· Contribute learnings to company-wide knowledge base

· Participate in internal projects that enhance the quality or efficiency of integration services

· Provide training to end users as required (agents, supervisors, administrators, etc.)

· Assist in resolving special product-related issues or complex escalated support cases as needed.

· Any other relevant duties.

Technical Skills

Required:

· In depth knowledge of Genesys Cloud CX and/or Five9

· Technical proficiency in Cloud services (Azure, AWS, GCP)

· Contact Center Experience working with Inbound/Outbound/Email/Messaging/SMS

· Expertise integrating CCaaS solutions with third party platforms (CRMs, ERPs, ticketing, payment processing, UC, WFM, BI, etc.) 

· Knowledge of Genesys Cloud Developer tools 

· Rest APIs 

· C# or HTML & Javascript 

Asset: 

· Knowledge of Terraform package build with Genesys Cloud 

· Experience using Git 

· DevOps experience 

· Experience with other CCaaS solutions such a Talkdesk, Amazon Connect, Zoom Contact Center 

· Experience with NLU/NLP Platforms (Dialogflow, Lex) 

· DBMS 

· .NET / NodeJS / Python development experience 

· Technical proficiency in Windows Server, Client platforms and Networking 

Qualifications: 

· Fluency in English and French 

· University degree in a related field 

· Minimum 5 years of Contact Center experience 

· Minimum 3 years deploying CCaaS solutions 

· Ability to work in a self-directed and self-motivated environment 

· Ability to manage multiple projects at the same time 

· Ability to travel 

· Leadership and assertiveness 

· Ability to manage customer expectations and deliverables to successfully deliver projects within scope, timeline, budget and with full customer satisfaction

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