Contact Center Call Routing Engineer
Betsol · Bengaluru · onsite · Posted 36d ago
Undisclosed5–10 yrsfulltimeSourced from
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About this role
Job Description
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 Qualifications
Required Qualifications:
- 3 - 5+ years experience designing and implementing complex call routing utilizing ATT 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 ATT 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 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 Qualifications: Required Qualifications: 3 - 5+ years experience designing and implementing complex call routing utilizing ATT 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 ATT 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 Additional Information: 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.">
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Contact Center Call Routing Engineer- Full-time
- Compensation: INR 0 - INR 0 - yearly
Company DescriptionEngineering 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.comJob DescriptionBETSOL 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
QualificationsRequired Qualifications:- 3 - 5+ years experience designing and implementing complex call routing utilizing ATT 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 ATT 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
Additional InformationThis 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.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party websites terms and privacy policy apply
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
CMSTroubleshootingOpen sourceSIPSMSivrOracle DBIT ServicesMicrosoftCisco
About Betsol
Betsol
IT Services & Consulting
739
employees
2002
24 years old
Broomfield, Colorado
United States (USA)
₹8.8L PA avg
Avg at Betsol
About
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.BETSOL’s open source backup and recovery product line, Zmanda, delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.BETSOL Global IT Services builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.
Industries
IT Services & Consulting
Employee ratings
10 reviews
3.5/ 5
Culture
4.1
Career growth
3.4
Work-life
4.0
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