Betsol - Senior Contact Center Engineer - Five9

2 weeks ago

Bengaluru, India Betsol Full time

Job Description :


- 5+ years in contact center engineering focused on designing, implementing, and operating contact center workflows and call flows with Cisco UCCE and Five9.

- In-depth knowledge of Cisco UCCE architecture, components, and integration.

- Proficiency in Five9 administration and customization.

- Strong understanding of VoIP technologies, SIP, and networking fundamentals.

- Ability to understand complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call, automated outbound dialing) and design solutions resulting in resource efficiency and improved member and agent experience.

- Working knowledge of call routing and flows, IVR, CMS, recording, and overall contact center functionality.

- Proven track record of designing and implementing large-scale contact center solutions.

Preferred Qualifications :

- Cisco (e.g., CCNP, CCIE) certifications.

- Five9 certifications.

- Experience with other contact center platforms and CRM integrations.

- Familiarity with Agile methodologies.

- Working knowledge Avaya CM, CMS, Cisco ICM, and CC systems over various types of networks including work-from-home workers

- Experience with scripting and automation (e.g., JavaScript, PowerShell).

(ref:hirist.tech)

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