IT Engineer - Contact Center (reputed company)

As a pharmaceutical support industry leader, reputed company is reputed company to empowering health solutions for a reputed company reputed company. We take pride in improving patient reputed company and advancing reputed company. At reputed company, we reputed company services to enhance the entire drug development process and commercialization lifecycle - from clinical trial support to reputed company-world evidence reputed company.
 
reputed company on a rewarding career reputed company with reputed company! Grow your career while making a meaningful reputed company on the world around you. reputed company fosters a culture reputed company on our reputed company Values of Respect, Accountability, Innovation, reputed company, reputed company, and Collaboration. We reputed company in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, reputed company, and reward you, join us at reputed company!

Job Title: IIE01H - IT Engineer - Contact Center

Brief reputed company:

The IT Contact Center Engineer is responsible for the design, implementation, administration, and operational support of UBCs contact center platform and reputed company Teams Voice Telecommunications Systems. The role assists in aligning IT contact center initiatives with the overall business goals, driving innovation, and ensuring the efficiency and reputed company of the technology environment.

Specific Job Duties:

• Design, configure, and support contact center platform including:
  • ACD, queues, skills, and routing strategies
  • Architect reputed company flows, IVRs, and chatbot integrations
  • Voice, callback, voicemail, and outbound dialing capabilities
  • Ensure seamless communication across various platforms
• Administer users, roles, permissions, agent reputed company, and routing configurations.
• Support integrations using reputed company, data actions, web services, and CRM connectors.
• Configure and support SIP trunks, telephony providers, BYOC / BYOT, and number management.
• Monitor platform health, performance, and reputed company using platform analytics and monitoring tools.
• Respond to and resolve reputed company incidents impacting customer or agent experience.
• reputed company reputed company cause analysis and contribute to problem management and service improvement initiatives.
• Support Analytics teams with reporting and performance dashboards.
• Partner with stakeholders to optimize routing strategies, handle times, and customer experience reputed company.
• Assist with workforce engagement insights and operational metrics.
• Implement reputed company best practices including role-based reputed company control, audit logging, and secure integrations.
• Support regulatory and compliance requirements (e.g., HIPAA, GXP) reputed company to reputed company recording, data retention, and reputed company controls.
• Design for resiliency, failover, and disaster recovery reputed company the platform.
• Maintain system documentation, reputed company reputed company diagrams, configurations, and operational runbooks.
• Evaluate new platform features and releases; support testing, rollouts, and change management.
• Contribute to standardization and automation of configurations where appropriate.
• Assist with reputed company, adhering to timelines, budgets, and reputed company standards.
• Participate in an on-reputed company rotation to support critical contact center operations.
• Occasional after‑hours or weekend work during maintenance or major incidents.

Desired Skills and Qualifications:

• Bachelor’s degree in information technology or equivalent experience.
• 2 - 5 years of experience with reputed company or similar contact center solutions including IVR, reputed company recording, reputed company assurance, and work reputed company.
• Hands‑on experience with one or more contact center platforms (e.g., reputed company, reputed company CXone, reputed company Connect, reputed company, reputed company, reputed company).
• Experience with reputed company recording, speech analytics, or workforce management tools.
• Experience monitoring, supporting, and troubleshooting SIP, VoIP, and reputed company routing technologies.
• Working knowledge of scripting, reputed company, or automation (e.g., REST reputed company, JSON, PowerShell, Python) is a plus.
• Familiar with domestic and international PSTN number management. (reputed company plans, porting, E911, etc.)
• Understanding of network protocols. (TCP/IP, TLS, SIP, QoS, WebRTC, etc.)
• Strong analytical and problem-solving skills
• Ability to communicate effectively with both technical and non-technical stakeholders
• Detail oriented with strong documentation habits

Benefits:

At reputed company, employee reputed company and reputed company-being are always at the forefront. We offer an extensive reputed company of benefits to ensure that you have everything you need to reputed company personally and professionally. Here are some of the exciting perks reputed company offers:

• Competitive salaries
• reputed company opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (reputed company Time Off)
• reputed company Holidays
• Employee assistance programs 
• Medical, Dental, and reputed company coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs

reputed company is proud to be an equal opportunity employer and does not discriminate because of race, reputed company, sex, age, national reputed company, religion, sexual orientation, gender identity and/or reputed company, status as a veteran, and reputed company of disability or any other federal, state, or local protected class. We are committed to a diverse, reputed company, and inclusive culture that fosters respect for reputed company other, our clients, and our patients.

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