UCaaS and Contact Center Engineer

Job Summary:

We are seeking a highly skilled and motivated UCaaS and Contact Center Engineer to design,

implement, maintain, and support our unified communications and contact center infrastructure.

This role will be responsible for ensuring the reliability, performance, and security of our

communication systems, enabling seamless collaboration and exceptional customer

experiences. The ideal candidate will have a strong understanding of UCaaS platforms, contact

center technologies, and networking principles.

Responsibilities:

• Design and Implementation: Design, implement, and configure UCaaS and contact

center solutions, including VoIP, video conferencing, instant messaging, call routing, IVR,

call recording, and reporting.

• Maintenance and Support: Provide ongoing maintenance, troubleshooting, and support

for UCaaS and contact center systems, resolving technical issues and ensuring system

availability.

• System Administration: Manage and administer UCaaS and contact center platforms,

including user provisioning, configuration changes, and software updates.

• Monitoring and Optimization: Monitor system performance and identify areas for

optimization, implementing changes to improve efficiency and reliability.

• Security: Implement and maintain security measures to protect communication systems

from unauthorized access and cyber threats.

• Vendor Management: Collaborate with vendors to resolve technical issues, manage

upgrades, and evaluate new technologies.

• Documentation: Create and maintain detailed documentation for UCaaS and contact

center systems, including network diagrams, configuration guides, and troubleshooting

procedures.

• Collaboration: Work closely with other IT teams, business units, and end-users to

understand communication needs and provide effective solutions.

• Project Management: Participate in projects related to UCaaS and contact center

deployments and upgrades.

• Stay Current: Stay up-to-date with the latest trends and technologies in UCaaS and

contact center solutions.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or a

related field preferred.

• Experience: 7+ years of experience in designing, implementing, and supporting UCaaS

and contact center solutions. Experience with specific platforms (e.g., Genesys,Livevox,

Amazon Connect, Google CCAI) is highly desirable.

• Technical Skills:

○ Strong understanding of VoIP protocols (SIP, H.323).

○ Experience with contact center technologies (ACD, IVR, CTI).

○ Knowledge of networking fundamentals (TCP/IP, LAN/WAN, VPN).

○ Proficiency in troubleshooting and resolving technical issues.

○ Experience with system administration and maintenance.

○ Familiarity with security best practices for communication systems.

○ Scripting skills (e.g., Python, PowerShell) are a plus.

• Certifications: Relevant certifications (e.g., CCNA, CCNP, vendor-specific certifications)

are a plus.

• Soft Skills:

○ Excellent communication and interpersonal skills.

○ Strong problem-solving and analytical skills.

○ Ability to work independently and as part of a team.

○ Customer-focused and results-oriented