Senior Contact Center Engineer I

2 months ago

Bengaluru, India Kaplan Full time

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Senior Contact Center Engineer II will have daily responsibility to recommend, develop, and implement scalable Contact Center technology solutions, ensuring that initiatives support the corporate vision. The person in this role will have daily responsibility for managing and supporting Genesys Contact Center infrastructure or implementing Contact Center software solutions and integrations with an emphasis on solutions that use advanced routing development to solve business problems. This includes, but is not limited to:

  • Shared responsibility, along with Lead Engineer for the Genesys Contact Center development environment
  • Working with all engineers, and often lead the effort, to provide seamless service delivery and support of the overall Genesys Contact Center solution
  • Conduct Peer Reviews and assist other routing engineers in the delivery of solutions
  • Assist with escalations from the Service Desk and other engineers to resolve all issues forwarded\escalated from within enterprise incident management system
  • Act as a liaison between related support groups on Contact Center engineering issues
  • Assist with the ongoing evolution and development of the Genesys solution

Primary Responsibilities:

  • Accountable for using development lifecycle methodology and Agile processes to deliver technology solutions for complex business problems.
  • Participate and contribute in technical discussions to deliver solutions that follow best-practice standards.
  • Design / Build / Configure, install and test various solutions that meet project design specifications
  • Assist other Contact Center Engineers in the delivery of comprehensive technology solutions
  • Participate and lead ongoing technology research and strategic planning for contact center services
  • Perform some Genesys infrastructure maintenance work; some after-hours work is required
  • Adheres to and promotes the use of standard operating procedures among team members
  • Provide Tier 3 support during critical incidents as necessary
  • Conducts routine software audits of business logic and maintains comprehensive configuration documentation
  • Provide the highest level of engineering and support during critical incidents as necessary. Respond to detected and reported problems and interface with vendor support service groups, network services, telecom, systems engineering, or IT security to ensure quick resolutions and appropriate notification during outages or periods of degraded performance
  • Participate in team meeting, brainstorming sessions and attend all appropriate training and seminars
  • Hybrid Schedule: 3 days remote / 2 days in office
  • 30-day notification period preferred

Minimum Qualifications:

  • Bachelor's Degree or equivalent experience
  • 5+ years related experience in a Contact Center Engineering or related role
  • Genesys technical certifications
  • Strong knowledge of various Genesys products and components including but not limited to SIP Server, GVP, Interaction Server, iWD, Email, Chat, Routing, and Genesys Workspace.
  • Strong knowledge of reading application logs, inbound routing, outbound campaigns, designing call and interaction flows, skills-based routing, CTI integration, desktop toolbar integration and call recording & analytics
  • Experience in Microsoft IIS and Tomcat web application configuration
  • Strong knowledge and understanding of Integration and API methodologies
  • MS Windows Operating Systems experience
  • Experience with SQL
  • Experience in Microsoft networking concepts
  • Strong understanding of LAN/WAN networks and TCP/IP
  • Working knowledge of scripting languages
  • Must be self-motivated with excellent interpersonal, communication, presentation, and organizational skills

Preferred Qualifications:

  • Experience with Enterprise CRM systems, such as Salesforce
  • Experience working in online education or test preparation
  • Working knowledge of, and experience with, contact center best practices, business processes, and operations

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