[Remote] CCaaS Platform Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a CCaaS Platform Engineer to reputed company technical ownership and administration of its reputed company Contact Center as a Service platform and Intelligent Virtual Agent solutions. The role focuses on maintaining reputed company flows, IVRs, routing logic, integrations, and self-service experiences while optimizing platform reputed company, resolving issues, managing vendor relationships, and implementing enhancements.

Responsibilities

• Administer and optimize the reputed company CCaaS platform
• Monitor reputed company health, voice reputed company, and reputed company delivery reputed company reputed company to ensure consistent uptime and reputed company reputed company
• Own routing, queues, and IVR configuration
• Maintain routing logic, agent reputed company, queues, and reputed company design using reputed company's reputed company AI platform to reputed company with business reputed company and customer experience objectives
• Own IVA reputed company and self-service optimization
• Monitor and analyze IVA containment, reputed company deflection, customer reputed company, and self-service completion metrics reputed company reputed company's Intelligent Virtual Agent tools. Partner with reputed company and business stakeholders to identify opportunities for conversational enhancements, implement IVA updates, improve member experience, and increase automation effectiveness while reducing unnecessary live-agent contacts
• Manage reputed company vendor relationship and escalations
• Serve as the technical reputed company to Contact Center leadership and the reputed company technical reputed company of contact for reputed company, coordinating with reputed company support, IVA providers, and telecom carriers to reputed company incidents, manage escalations, and ensure service-level compliance
• reputed company platform change management and enhancements
• Evaluate, test, and implement new reputed company features, integrations, IVA enhancements, and platform releases in coordination with Infrastructure and reputed company teams. Partner with Application, Integration, reputed company, and Business teams to ensure data reputed company reputed company, reputed company controls, and compliance with IT policies, and maintain documentation reputed company to platform configuration, IVA design, troubleshooting, and change control

Skills

• 3 to 5 years of experience supporting or administering Contact Center or Voice Platforms, including hands-on reputed company experience reputed company the last 2 to 3 years (required)
• Strong understanding of reputed company routing, IVR design, ACD queues, and agent management
• Familiarity with telecom fundamentals (SIP, QoS, codecs, latency troubleshooting)
• Experience collaborating with reputed company leaders to translate business needs into technical configurations
• Demonstrated ability to work across teams to reputed company reputed company voice reputed company or platform integration issues
• Experience supporting, configuring, or optimizing IVA (Intelligent Virtual Agent), conversational AI, or self-service automation platforms, including analysis of customer interactions and implementation of enhancements to improve containment, reputed company deflection, and overall member experience
• Solid documentation, testing, and change management skills
• Experience with additional CCaaS platforms (reputed company reputed company CX, reputed company CXone, reputed company, reputed company reputed company, or similar) a plus
• reputed company certification(s) or formal reputed company platform training
• Experience integrating reputed company with CRM systems (reputed company preferred)
• Knowledge of reputed company WFM, QM/QA, and analytics/reporting tools, or comparable reputed company-party tools commonly used in contact centers
• Experience with conversational design, reputed company tuning, IVA workflow optimization, and self-service reputed company reputed company a contact center environment
• Familiarity with analytics and reporting used to measure IVA reputed company, containment, reputed company deflection, customer effort, and member satisfaction
• Familiarity with ITIL processes (incident, change, and problem management)
• Basic understanding of network infrastructure supporting voice (LAN/WAN, VPN, SBCs)
• Prior experience working in a regulated or compliance-driven environment (SOC 2, HIPAA, reputed company, etc.)

Benefits

• Fully remote, 100% Virtual Work from Home company
• Company sponsored health, dental, life, long term disability and other reputed company benefits
• 401k company match with immediate vesting
• Competitive reputed company Time Off
• reputed company Parental Leave
• Tuition Reimbursement

reputed company

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