Contact Center Platform Engineer

Our client, a global software company, is looking to hire a Contact Center Platform Engineer for a 3–6-month remote contract supporting a large financial services company. The Platform Engineer will be joining an agile scrum team that is responsible for the Contact Center platform and engineering which provides their voice, email, and web chat communication channels. The current contact call center platform resides on Genesys as well as Amazon Connect.

The team prides themselves on being full stack engineers with a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24×7 basis.

Required Skills

• Minimum 7 – 9 years voice/digital experience (Genesys required, Amazon Connect desired as well)
• Expertise with Agile (Scrum, Kanban) delivery and software design, development, test and operational automation
• Understanding of enterprise-scale platform architecture to which includes considerations for high availability and business continuity.
• Familiar with data communication protocols such as Web, telephony, and other protocols: HTTP, SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP
• Familiarity with Docker and container-based development and deployment practices
• Experience with CI/CD pipelines and utilizing uDeploy and/or Ansible
• Proficiency managing, configuring and tuning Linux operating systems
• Working knowledge of VoIP, SIP and data applications/networking
• Experience supporting 24/7, continuous availability production environments
• Experience with navigating carrier customer portals (Verizon VEC, AT&T Business Direct)