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.
CRM Integration :
Lead the integration of Contact Center platforms with CRM systems such as Salesforce and Oracle CRM.
Regulatory Compliance :
Ensure adherence to telecom and contact center regulations in all regions, with particular emphasis on China and India.
Process Improvement :
Analyze existing processes and systems, identifying areas for improvement and optimization.
Qualifications :
Preferred Qualifications :
Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.
About Us :
Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.
If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749, HR directly via (954) 229-6896 or email at AskHR@cloud.com for assistance.
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