客服中心呼叫路由工程师
Contact Center Call Routing Engineer
BETSOL 正在招聘一名客服中心呼叫路由工程师，加入由才华横溢的工程师组成的团队，负责一个包含 Avaya、Cisco 和 Five9 技术的动态客服环境。该职位将为客服中心呼叫路由部门提供技术战略、方向和支持。您将通过以下方式产生影响：
- 设计和维护复杂的客服解决方案和呼叫路由，整合 Cisco 语音和客服中心、Avaya 语音和客服中心、Oracle SBC 以及 Five9 客服中心即服务等技术
- 设计多供应商解决方案，具备故障容错能力，并实现跨多供应商平台的集成
- 跟踪技术趋势，有效管理产品组合以支持业务需求
- 与企业技术职能协作，推动有效的合作关系，最大化对齐度、效率、成本优化和投资回报，以及交付成果
所需资格：
- 3-5年以上使用 AT&T 的 ITPF/Route-it 应用程序设计和实施复杂呼叫路由的经验。精通 TFN 配置、SIP 引用术语、运营商提示和协议。
- 能够理解复杂的客服业务需求（语音、聊天、共同浏览、文本/SMS、点击拨号、自动外呼拨号），并设计出提高资源效率和会员及代理体验的解决方案。
- 熟悉呼叫路由和流程、IVR、CMS、录音以及整体客服中心功能和 Avaya CM。
- 5年以上设计、实施和运营客服中心工作流和呼叫流程的经验。
- 3年以上与 Five9（优先）或其他公共云客服中心系统（如 Genesys、CloudTalk、RingCentral 等）集成的经验。
优先资格：
- 了解 AT&T 网络运营商 RespOrg 流程和报告。
- 熟悉 CMS、Cisco ICM 和 CC 系统，适用于各种网络类型，包括远程办公人员。
- 熟悉监控工具如 AMCD。
- 具备关于呼叫流程、与 IVR、BOT、SBC 和 SM 集成的故障排除和诊断技能。
- 具有 Verizon 免费电话号码管理器呼叫路由经验
此职位提供在一个协作团队氛围中参与前沿通信技术项目的机遇。部门内同事具备广泛的专业技能，营造了一个良好的工作环境。
查看英文原文
BETSOL is recruiting a Contact Center Call Routing Engineer to be part of a team of talented engineers accountable for a dynamic contact center environment consisting of Avaya, Cisco, and Five9 technologies. This individual will provide technology strategy, direction, and support for the contact center call routing department.
You will make an impact by:
- Designing and supporting complex contact center solutions and call routing that incorporate technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs, and Five9 Contact Center as a Service
- Engineer multi-vendor solutions that are fault resilient with integrations across the multi-vendor platforms
- Staying current with technology trends to effectively manage product portfolio in support of business needs
- Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery
Required Qualifications:
- 3 - 5+ years' experience designing and implementing complex call routing utilizing AT&T’s ITPF/Route-it application. Vast knowledge of provisioning TFNs, SIP refer terms, carrier prompts and protocols.
- Ability to understand complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call, automated outbound dialing) and design solution resulting in resource efficiency and improve member and agent experience.
- Working knowledge of call routing and flows, IVR, CMS, recording, and overall contact center functionality and Avaya CM.
- 5+ years designing, implementing, and operating contact center workflows and call flows
- 3+ years' experience integrating with Five9 (preferable) or other public cloud contact center system (Genesys, CloudTalk, RingCentral etc.)
Preferred Qualifications:
- Understanding of AT&T network carrier RespOrg process and reporting.
- Working knowledge CMS, Cisco ICM, and CC systems over various types of networks including work-from-home workers
- Working knowledge of monitoring tools such as AMCD
- Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR, BOTs, SBCs and SM.
- Verizon Toll Free Number Manager call routing experience
This position provides an opportunity to work on projects involving leading edge communications technology in a collaborative team atmosphere. A broad range of skillsets among coworkers in the department provides a work environment that values innovation, diversity, and inclusion. Employees work in a team environment comprised of highly skilled technologists from multiple departments.
All of your information will be kept confidential according to EEO guidelines.
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. Learn more at betsol.com
Originally posted on Himalayas