What are the responsibilities and job description for the Contact Center Solutions Engineer position at Pinnacle Software Solutions?
Job Details
Job Title: Contact Center Solutions Engineer
Location: Hybrid (South Florida)
Duration: 12 Months
Job Summary:
We are looking for a Contact Center Solutions Engineer with strong expertise in Cisco ICM/IPCC scripting and media routing, along with experience in cloud-based contact center solutions such as Amazon Connect. The ideal candidate will be responsible for designing, implementing, and optimizing contact center environments, ensuring seamless operations and excellent customer experiences.
Key Responsibilities:
Design, develop, and manage Cisco ICM/IPCC scripts to optimize contact center workflows.
Implement and support cloud-based contact center solutions, particularly Amazon Connect.
Configure and manage media routing for efficient call distribution and handling.
Analyze system performance, troubleshoot issues, and recommend enhancements.
Collaborate with cross-functional teams to gather requirements and deliver solutions.
Document technical processes, configurations, and system updates thoroughly.
Provide technical support and training to team members and stakeholders.
Mandatory Skills & Qualifications:
Strong experience with Cisco ICM/IPCC scripting and media routing.
Hands-on experience with Amazon Connect and other cloud-based contact center platforms.
Excellent analytical and problem-solving skills to diagnose and resolve technical issues.
Strong documentation skills for creating technical manuals, system guides, and process documents.
Ability to collaborate effectively in a team environment and work with cross-functional stakeholders.
Strong understanding of contact center technologies, call routing, and media processing.
Bachelor s degree in Computer Science, Information Technology, or related field (preferred).
Preferred Qualifications:
Experience with other contact center platforms (e.g., Genesys, Avaya).
Familiarity with cloud infrastructure and related services (AWS, Azure).
Understanding of IVR (Interactive Voice Response) design and integration.
Knowledge of call analytics and reporting tools.
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