Contact center engineer

2 months ago

chennai, India TransUnion Full time

Job Description

Overall 8 - 12 years exp in IT, 4-6 Year hands on experience in building call flows and IVR within AWS Connect and configuration and Implementation of the Amazon Connect Platform

Experience in Five9 Visio Studio including design of call flows, reporting and analysis, and understanding of Campaign Call routing, Layout Variable and Profile.

In-depth knowledge in the IVR survey flow, and Callback callflow.

Experience in MS Team PowerShell Scripts, Call routing, Voicemail Creation, Adding/Modifying Calling Groups, Auto Attendant & Queues, and Assigning of DID's via Script Experience in creating Auto Attendant & Queues and managing features request for Supplementary services

Knowledge on X-Medius products, creation of mail boxes, understanding the Faxes routing and Log analysis.

7+ years of hands on experience with Cloud based VoIP systems design, implementations, support, monitoring, and security. With emphasized experience on: Contact Center Configuration, Queues and Prompts , Routing Profiles, Agent/User Management Establish and maintain strong collaborative relationships with internal and external strategic partners as well as critical IT infrastructure service providers Expert level knowledge of Design, Develop, and Build experience with AWS Services that include Amazon Connect, Lambda, S3, Athena, Kinesis, DynamoDB, Lex Knowledge & experience in building within SaaS applications across multiple internal domains to understand diverse business needs to create a positive end user experience platform. Bachelor’s degree in a computer-related field (such as Computer Science, Engineering, or MIS), and at least 7 years of IT experience Lead AWS Connect Development projects of medium to high complexity from conception to deployment. Ability to lead on-call production support activities as a subject matter expert, using the technical knowledge and capability to handle all problems that may arise. We’d Love to See: Working knowledge and experience with M365, Azure and Microsoft Teams Code/Scripting capabilities (Python, JAVA) Bachelor’s degree in a computer-related field (such as Computer Science, Engineering, or MIS), and at least 7 years of IT experience Additional Job Description Analyzes industry best practices and previous project executions Make recommendations in regards to architecture and infrastructure planning to leadership to refine and enhance current methodology Act in a leading role providing mentoring and training to team members on current standards and best practices within Cloud Contact Center domain. Defines standard engineering designs, templates, processes, and procedures for implementing projects that follow existing Transunion architectures for large complex projects. Proactively utilizes knowledge of the business unit and objectives to maximize the efficiency of the design.

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