Contact Center Solutions Engineer

Role overview

Responsibilities

• Implement and support contact center platforms and configure ACD, IVR, routing, queues, skills, campaigns, recording, reporting, and omnichannel interactions.
• Install and troubleshoot Linux/Unix applications and telephony technologies including SIP, RTP, SIP trunks, codecs, and DTMF.
• Analyze logs and traces; configure networking and SSL/TLS; support upgrades, patches, backup/restore, high availability, and disaster recovery.
• Integrate platforms with CRM, helpdesk, and enterprise applications; provide L2/L3 support and root-cause analysis.
• Translate customer requirements into technical solutions and support demonstrations, POCs, deployments, and customer acceptance.
• Coordinate resolution with vendors, development teams, and customer IT teams.

Qualifications

• At least 4 years of hands-on contact center or call center technology experience.
• Strong knowledge of ACD, IVR, call routing, queues, skills-based routing, and CTI; good Linux/Unix administration and troubleshooting skills.
• Strong SIP and VoIP knowledge; networking fundamentals including TCP/IP, DNS, NAT, and firewalls.
• Able to analyze logs and troubleshoot production issues; working SQL/database knowledge and basic API/integration knowledge.
• Hands-on technical ability across contact center applications and underlying Linux/Unix infrastructure; able to diagnose complex issues independently.
• Good analytical, problem-solving, communication, and customer-facing skills.

Advantageous experience

• Bright Pattern experience is advantageous, not mandatory; experience with other enterprise platforms is welcomed.
• Genesys, Avaya, Cisco Contact Center, NICE CXone, Five9, or similar platforms are advantageous.
• Wireshark or similar tools, shell scripting, REST APIs/JSON, virtualization/cloud, and high availability/disaster recovery experience are advantageous.