The Cloud Contact Center Engineer will be responsible for the design, programming changes, troubleshooting,
estimate preparation, staging, implementation, and upgrading of the Contact Center line of Communication
Technologies including but not limited to SIP Call Routing, SBCs, and other enterprise IP Telephony & Unified
Communications offerings based on project requirements. Also, should have good awareness of automation skills
related to UCaaS & CCaaS technologies.
The scope of activities will include the following tasks:
 Lead, Implement & Support Cloud Contact Center Initiatives
 Preparation of documentation related to the assessment, design, implementation, and operational
support of the Cloud Contact Center Solutions predominantly Genesys Cloud CX and Amazon Connect
platforms
 Provide technical direction / assistance to Voice Network Specialists on CCaaS technologies.
 Provide Operational Support for the contact center environment when required.
 Develop an understanding of the current Health Care standards as they relate to the Collaboration
Service vertical.
 Assist with the preparation and installation of the Cisco voice network infrastructure.
 Lead or participate in Oracle SBC related projects.
 Provide network implementation / production cutover services outside of normal business hours, as
required.