Principal Systems Specialist ( CCaaS)
Role Purpose
The Contact Centre Cloud Engineer is a cross-domain role that collaborates with Business and Service Units. This technical implementation role focuses on delivering and administering cloud-based contact center solutions, working directly with regional and in-country business analysts to capture requirements, share best practices, and build approved solutions. The role involves demonstrating contact center products and developing customer interaction applications on a Cloud-based Contact Centre as a Service (CCaaS) platform.
Job Description
Responsible for guiding the technical direction and implementation of advanced Contact Center technologies like IVR, AI, Automation, and call routing.
Design strategic contact center applications that align with the architectural roadmap, leading to innovative solutions that future-proof the architecture.
Responsible for the overall integrity of the Contact Centre software architecture, including design, implementation, testing, and support of live solutions.
Work closely with management and internal stakeholders, providing financial insights and recommendations for appropriate software architecture.
Contribute to the client's architectural design, participate in the integration of the roadmap solution, and ensure the integrity of the organization's production IT services.
Lead implementation of API / Web Service integrations to back-end systems (REST, JSON, and SQL database).
Work closely with developers, various IT teams, DBAs, IT Ops, and customer support teams to create solutions.
Requirements
Education
At least a bachelor's degree, Post Graduate Diploma or Professional Degree in Computer Science/Information Technology or equivalent.
Work Experience
At least 5 years solid experience in a consulting and IT role within a large scale (preferably multi- national) technology services environment as Contact Centre Cloud Engineer, with a focus on application architecture.
2+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.
4+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience.
4+ years of writing code in common programming languages such as NodeJS, Java, .Net, Python.
Knowledge of and experience with latest enterprise cloud Contact Center as a Service (CCaaS) providers and their technologies (Cisco, Genesys, Five9, NICE, 8x8, M365 Teams integrated options) to support evaluation/proof of concept, selection, planning, implementation, and management of same.
Proven experience designing, implementing, and supporting cloud-hosted contact centers with hands-on experience with IVRs, call & dial plans, ACD queues, SIP and expertise with omnichannel (call, email, chat, etc.) systems and skills-based routing.
Proven experience working with voice-related platform integrations such as CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations; Call recording and workforce management/optimization APIs & integrations.
Knowledge in the following technical subjects such as: Docker, Kubernetes, Cloud Services (AWS, Azure, Google), Jenkins, Maven, Kibana, MongoDB, Kafka, Spring Boot, Spring Cloud, Angular 2, Node.JS, Microservices, Java, .NET etc.
Experience with DevSecOps and software development tools such as JIRA, BitBucket, GIT, Confluence and Visual Studio, Eclipse, etc.
TOGAF Certification or equivalent (Open Group Certified Architect, Zachman Certification).
Relevant industry certifications and accreditations.
SAFe Scaled or Equivalent Agile certification a plus.
