What are the responsibilities and job description for the Principal Service Automation Engineer (Principal Contact Center Engineer) position at Citrix Systems?
We are seeking a highly motivated and results-oriented Principal Contact Center Engineer to lead and execute critical initiatives for our Global Contact Center. This role demands a self-starter who possesses extensive experience in designing, maintaining, and enhancing cloud-based Contact Center platforms, particularly Google CCaaS (Formerly known as CCAIP) and Genesys Cloud CX. The ideal candidate will have a strong understanding of Telecom and Contact Center regulations, especially in China and India, and the ability to manage complex projects with minimal supervision.
Responsibilities :
Contact Center Platform Expertise :
Lead the design, implementation, and maintenance of our Global Contact Center on the Google CCaaS platforms and Genesys Cloud CX.
Serve as the technical expert, providing guidance and troubleshooting support.
Continuously optimize the platform to improve efficiency, scalability, and user experience.
Google CCAI Development and Enhancement :
Develop and maintain CCAI solutions, including Virtual Agent, Agent Assist, and Insights.
Excel at prompt engineering, crafting effective prompts for seamless AI-human interactions.
Stay abreast of AI advancements to enhance CCAI capabilities and drive innovation.
CRM Integration :
Lead the integration of Contact Center platforms with CRM systems such as Salesforce and Oracle CRM.
Ensure seamless data flow and synchronization between systems.
Regulatory Compliance :
Ensure adherence to telecom and contact center regulations in all regions, with particular emphasis on China and India.
Stay updated on regulatory changes and proactively implement necessary adjustments to maintain compliance.
Process Improvement :
Analyze existing processes and systems, identifying areas for improvement and optimization.
Utilize conceptual thinking and interpretation to develop and implement innovative solutions.
Conduct thorough investigations to understand root causes of problems and implement preventative measures.
Qualifications :
University degree or equivalent experience and a minimum of 8 years of relevant experience.
Extensive experience in designing, maintaining, and supporting global Cloud-Based Contact Center platforms.
Deep knowledge of Google CCAI and expertise in prompt engineering.
Proven ability to manage large, complex projects with minimal supervision.
Strong understanding of Telecom and Contact Center regulations, particularly in China and India.
Excellent problem-solving, analytical, and communication skills.
Preferred Qualifications :
Experience with Google CCAI, Google CCaaS, and Genesys Cloud CX.
Cisco CCNA certification.
Experience with Salesforce and Oracle CRM integration.
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