Description review
Contact Center Call Routing Engineer
BETSOL · India · back to the listing
HR standards
40/100
poor
Title ↔ description
74/100
solid
Reads as
Network Engineer
92% confident
What this role officially is
ICT network engineer — ESCO, the EU occupation classification
ICT network engineers implement, maintain and support computer networks. They also perform network modelling, analysis, and planning. They may also design network and computer security measures. They may research and recommend network and data communications hardware and software.
Also known as: network configurator, networks engineer, networks developer, network developer, networks designer, network engineers
How others title the same work
Large employers
- Open Source Networking Software Engineer - ToR Switch / SmartNIC / DPU Canonical
- Senior Network Engineer Twilio
Startups
- FlixTrain | Technical Expert Onboard Connectivity | Berlin, Germany | ONSITE (hybrid) | Full-time FlixTrain
What the listing never says
- No section describes what the person would actually do. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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.
You will make an impact by:
• 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
Required Qualifications:
• 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.)
Preferred Qualifications:
• 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
This position provides an opportunity to work on projects involving leading edge communications technology in a collaborative team atmosphere. A broad range of skillsets among coworkers in the department provides a work environment that values innovation, diversity, and inclusion. Employees work in a team environment comprised of highly skilled technologists from multiple departments.
All of your information will be kept confidential according to EEO guidelines.
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
Originally posted on Himalayas
You will make an impact by:
• 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
Required Qualifications:
• 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.)
Preferred Qualifications:
• 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
This position provides an opportunity to work on projects involving leading edge communications technology in a collaborative team atmosphere. A broad range of skillsets among coworkers in the department provides a work environment that values innovation, diversity, and inclusion. Employees work in a team environment comprised of highly skilled technologists from multiple departments.
All of your information will be kept confidential according to EEO guidelines.
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
Originally posted on Himalayas