This job is closed
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About the position
We are seeking a highly motivated and results-oriented Principal Contact Center Engineer to lead and execute critical initiatives for our Global Contact Center. This role demands a self-starter who possesses extensive experience in designing, maintaining, and enhancing cloud-based Contact Center platforms, particularly Google CCaaS (Formerly known as CCAIP) and Genesys Cloud CX. The ideal candidate will have a strong understanding of Telecom and Contact Center regulations, especially in China and India, and the ability to manage complex projects with minimal supervision.
Responsibilities
- Lead the design, implementation, and maintenance of our Global Contact Center on the Google CCaaS platforms and Genesys Cloud CX.
- Serve as the technical expert, providing guidance and troubleshooting support.
- Continuously optimize the platform to improve efficiency, scalability, and user experience.
- Develop, and maintain CCAI solutions, including Virtual Agent, Agent Assist, and Insights.
- Excel at prompt engineering, crafting effective prompts for seamless AI-human interactions.
- Stay abreast of AI advancements to enhance CCAI capabilities and drive innovation.
- Lead the integration of Contact Center platforms with CRM systems such as Salesforce and Oracle CRM.
- Ensure seamless data flow and synchronization between systems.
- Ensure adherence to telecom and contact center regulations in all regions, with particular emphasis on China and India.
- Stay updated on regulatory changes and proactively implement necessary adjustments to maintain compliance.
- Analyze existing processes and systems, identifying areas for improvement and optimization.
- Utilize conceptual thinking and interpretation to develop and implement innovative solutions.
- Conduct thorough investigations to understand root causes of problems and implement preventative measures.
Requirements
- University degree or equivalent experience and a minimum of 8 years of relevant experience.
- Extensive experience in designing, maintaining, and supporting global Cloud-Based Contact Center platforms.
- Deep knowledge of Google CCAI and expertise in prompt engineering.
- Proven ability to manage large, complex projects with minimal supervision.
- Strong understanding of Telecom and Contact Center regulations, particularly in China and India.
- Excellent problem-solving, analytical, and communication skills.
Nice-to-haves
- Experience with Google CCAI, Google CCaaS, and Genesys Cloud CX.
- Cisco CCNA certification.
- Experience with Salesforce and Oracle CRM integration.
