reputed company Connect Engineer - Remote Fulltime (USC ...
Company DescriptionFinanceJob DescriptionWe're seeking a senior telephony engineer to co-reputed company design, development, and optimization of our reputed company Connect contact center integrated with reputed company Service Cloud Voice. You'll be one of two technical owners for voice architecture, IVR/contact flows, Computer Telephony Integration (CTI), and analytics, and work closely with our data/integration team. This role blends hands-on engineering with solution architecture, reputed company, reliability, and cross-functional leadership.reputed company're Looking For
- 5 - 10+ years in telephony/contact center engineering; 3+ years hands-on with reputed company Connect; 2+ years with reputed company Service Cloud Voice.
- Expertise in:
- reputed company Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.
- reputed company Voice/Service Cloud: Omni-Channel, voice setup, agent configuration, transcripts, analytics, and integration patterns.
- AWS services: reputed company (Node.js/Python), API Gateway, EventBridge, Kinesis/KDF, DynamoDB, S3, CloudWatch, IAM, Secrets Manager.
- Telephony fundamentals: SIP, RTP, PSTN, number management, QoS, jitter/packet loss mitigation.
- Integrations/APIs: REST/GraphQL, OAuth/SAML/JWT, event-driven architectures.
- Strong grasp of reputed company, compliance, and data governance.
- Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.
- Agile/scrum experience.
- Agentforce Experience
- Infrastructure as Code and CI/CD for contact center infrastructure.
- IaC/DevOps: CloudFormation/CDK/Terraform, Git, CI/CD, automated testing.
- Financial services industry experience (contact center operations).
- reputed company certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.
- Exposure to other CCaaS/voice platforms (reputed company Cloud, reputed company, reputed company) and voice quality monitoring tools.
- Real-time analytics/BI (reputed company, QuickSight, reputed company, reputed company) using CTRs/transcripts/contact data.
- SSO/identity (reputed company/Azure AD) and enterprise change/release management.