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Contact Center Engineering Support Resources
Contact Center Engineering Support ResourcesTekSalt Solutions • Minneapolis, MN, US
Contact Center Engineering Support Resources

Contact Center Engineering Support Resources

TekSalt Solutions • Minneapolis, MN, US
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Job Title : Contact Center Engineering Support Resources

Location : Minneapolis, MN

Must have skills : Twilio or AWS Connect

Responsibilities

Job Description :

  • Review and maintain call routing solutions in place for supporting Enterprise Contact Center.
  • Develop and integrate Twilio APIs into Customer Experience platform.
  • Build Call flows and routing rules using Twilio Studio, Functions, Programmable Voice, and TaskRouter.
  • Monitor, troubleshoot and optimize call flows and performance metrics.
  • Create technical documentation and runbooks necessary for smooth operation of the Customer Experience platform.
  • Monitor and manage third party monitoring platforms like Kibana and Splunk, to identify and resolve issues within the Twilio platform.
  • Be responsible for monitoring / maintaining Service Account and SSL Certificate lifecycle and perform renewal activities in a timely manner.
  • Manage ServiceNow queues and respond / resolve assigned tickets with SLAs.
  • Be a part of the existing Agile / Scrum team and willing to follow Scrum ceremonies for efficient operation of the team and platform.

Required Skills

  • Keen interest in learning the existing setup of the current customer experience platform.
  • Ability to work with minimal supervision and have a proactive approach to problem solving.
  • 5+ years of experience in the Contact Center Engineering / Support field.
  • At least 2 years of experience in any CCaas solution. (Twilio, AWS Connect, Genesys, etc)
  • Experience with JavaScript or TypeScript development for API Integration.
  • Experience managing adjunct system integrations for Customer Experience platforms. (like Aspect WFM, Calabrio Call Recording, Email / Social Media Management Suites, etc.)
  • Familiarity with third party tools like Service Now, Kibana, Splunk, etc.

    • Preferred Skills

  • Prior / current experience Twilio Contact Center Platform.
  • Specifically, experience with managing phone numbers, chat, and other channels within Twilio Programmable Voice / Chat space.
  • Developing Twilio Insights reports / dashboard for Contact Center Reporting.
  • Experience in Agile Development and DevOps practices (CI / CD pipeline and deployment automation)

    • We are an equal opportunities employer and welcome applications from all qualified candidates.

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    Contact Center • Minneapolis, MN, US