Contact Center Call Routing Engineer

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. Learn more at betsol.com

BETSOL is recruiting a Contact Center Call Routing Engineer to be part of a team of talented engineers accountable for a dynamic contact center environment consisting of Avaya, Cisco, and Five9 technologies. This individual will provide technology strategy, direction, and support for the contact center call routing department.

Responsibilities

Designing and supporting complex contact center solutions and call routing that incorporate technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs, and Five9 Contact Center as a Service; Engineer multi-vendor solutions that are fault resilient with integrations across the multi-vendor platforms; Staying current with technology trends to effectively manage product portfolio in support of business needs; Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery

Requirements

3 - 5+ years' experience designing and implementing complex call routing utilizing AT&T’s ITPF/Route-it application. Vast knowledge of provisioning TFNs, SIP refer terms, carrier prompts and protocols.; Ability to understand complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call, automated outbound dialing) and design solution resulting in resource efficiency and improve member and agent experience.; Working knowledge of call routing and flows, IVR, CMS, recording, and overall contact center functionality and Avaya CM .; 5+ years designing, implementing, and operating contact center workflows and call flows; 3+ years' experience integrating with Five9 (preferable) or other public cloud contact center system (Genesys, CloudTalk, RingCentral etc.)

Nice to have

Understanding of AT&T network carrier RespOrg process and reporting.; Working knowledge CMS, Cisco ICM, and CC systems over various types of networks including work-from-home workers; Working knowledge of monitoring tools such as AMCD; Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR, BOTs, SBCs and SM.; Verizon Toll Free Number Manager call routing experience