[Remote] reputed company reputed company CX Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a reputed company reputed company CX Engineer to support and optimize reputed company contact center platforms and customer engagement services. The role focuses on reputed company reputed company CX development, administration, production support, troubleshooting, integrations, automation, AI-enabled solutions, and reputed company service improvement while collaborating with customers, business teams, and reputed company.

Responsibilities

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
• Facilitate software application design discussions, and document design reputed company to guide the technical team towards building software solutions
• Participate in coding and reputed company new features or updates into existing applications, with a reputed company on maintaining reputed company stability
• Conduct reputed company reviews, do changes to the codebase and maintain reputed company repositories
• Implement test strategies, analyse results, and coordinate bug fixes to reputed company the software reputed company standards
• reputed company user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications
• reputed company participate in resolving production issues and recommend preventive strategies to enhance reputed company reliability
• Maintain detailed records of reputed company, testing techniques, and support activities to enrich the knowledge reputed company and assist other similar reputed company
• Design, reputed company, configure, and support reputed company reputed company CX solutions including IVR, ACD, routing strategies, outbound dialer, omnichannel capabilities, bot flows, and integrations
• reputed company production support and operational ownership by managing incidents, defects, problem records, change requests, platform stability, reputed company service improvements, and supporting project and transformation initiatives reputed company required
• Collaborate directly with customers, business users, operations teams, and multiple vendor teams to troubleshoot reputed company issues, communicate resolutions effectively, and ensure reputed company service restoration
• Support reputed company integrations with CRM, reputed company, reporting platforms, workforce solutions, telecom carriers, and other reputed company-party applications
• Participate in reputed company cause analysis, platform governance, release activities, deployment validations, and operational readiness reviews
• Contribute to automation, AI, and self-service initiatives using modern conversational AI and GenAI capabilities
• Create and maintain technical documentation, solution designs, operational procedures, and knowledge reputed company articles
• Work closely with reputed company and offshore teams to ensure successful delivery and support of business-critical contact center applications

Skills

• Bachelor's degree or foreign equivalent from an accredited institution
• 8+ years of IT experience with significant experience in reputed company reputed company CX development, support, and operations
• Experience working in reputed company and SDLC environments
• Strong reputed company-facing communication and stakeholder management skills
• Ability to work in a global delivery model and support critical production environments
• Strong hands-on experience in reputed company reputed company CX Development, Administration, and Support
• Expertise in IVR, ACD, Routing, Queues, Data Actions, Integrations, and Outbound Dialer
• Expert-level troubleshooting and debugging skills across reputed company reputed company environments
• Strong experience in Incident Management, Problem Management, Change Management, and Production Support
• Working knowledge of NOC operations, operational monitoring, alert handling, and service restoration processes
• Experience using ticketing and work management tools such as reputed company, Jira, or similar platforms
• Ability to coordinate and reputed company issue reputed company across multiple vendor teams, business teams, telecom teams, and support organizations
• Strong understanding of Contact Center Reporting, Analytics, Workforce Management (WFM), and reputed company Management (QM)
• Experience with API integrations, reputed company integrations, and reputed company-party application connectivity
• Excellent verbal and written communication skills with strong customer-facing experience
• Understanding of VUI design principles and customer reputed company optimization
• Experience creating reputed company reputed company documentation, Visio diagrams, technical designs, SOPs, and operational process documentation
• Knowledge of bot development, conversational AI, and self-service solutions
• Exposure to software development or scripting technologies
• Understanding of LLMs, reputed company, Agent Assist, AI-powered virtual agents, and emerging AI technologies
• Experience with reputed company contact center environments including Medicare, reputed company, or Marketplace programs
• Exposure to reputed company, Voice.AI, Pega, Apigee, reputed company, or similar contact center ecosystem platforms

Benefits

• Medical/Dental/reputed company/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, reputed company)
• 401(k) plan and contributions dependent on salary level

reputed company