CX Technology Engineer

This role offers a hybrid work environment requiring at least 3 days in the office, which will be based out of our offices in Weldon Springs, Maryland Heights and Corporate Campus (Clayton) locations. This opportunity has a schedule of Monday - Friday with a start time from 7:00-8:00am CST with flexibility needed based on business needs. The starting pay for this role is $79,600. Compensation decisions will be made based on factors that include but are not limited to experience, education, location, and skill level.

ABOUT THE TEAM

Enterprise Mobility's Support Services teams are responsible for Global Call Center Operations, Replacement Rental Services Support, Information Management, Customer Service Metric Programs, North American Roadside Assistance, Sales Support, Small Business Programs and Technical Support Helpdesks. This team consists of over 4,000 customer service professionals, support staff and management around the globe in 15 different countries with 70+ million customer contacts handled annually.

Responsibilities

• Collaborate with stakeholders to gather requirements and perform the installation, testing, modification/repair and maintenance of cloud communication software; determine schedules, monitor progress and track completion

• Develop infrastructure as code using AWS CDK in Node.js/TypeScript

• Integrate and orchestrate services using EventBridge, Lambda, RDS, and DynamoDB

• Build and optimize IVR, ACD, call routing, and voice bot solutions to enhance customer experience.

• Monitor and maintain the performance and privacy/security of communication networks

• Collaborate with cross functional team (CX, product, and operations) to ensure platform stability and efficiency

• Troubleshoot problems, determine appropriate resolution path and serve as technical consultant to identify needs; determine and recommend preferred solution to stakeholders and provide cost estimate

• Monitor vendor performance and recommend changes in system design or support as appropriate

• Ensure processes and procedures are in place to support the deployment of new technology and services; initiate knowledge transfer to the team

• Develop and maintain technical design specifications and support documentation

Equal Opportunity Employer/Disability/Veterans

Qualifications

• Must live in the state of Missouri and be willing and able to travel to the St. Louis offices weekly as needed

• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

• Must be at least 18 years old

• Required: 2+ yrs Experience designing, implementing, and maintaining cloud based contact center technology

• Required: 3+ yrs Experience with voice engineering and contact center solutions such as Amazon Connect, Genesys, CCaaS or similar

• IVR/IVA/AI/Natural Language recognition experience preferred

• Experience with AWS CDK, Node.js, TypeScript, Eventbridge, Lambda, RDS and DynamoDB preferred

• AWS Vendor Certification preferred

• Bachelor's Degree preferred

WFH Technical Qualifications for your home office:

• The address on your application must be your current, accurate permanent address

• Must have access to a cell phone to validate security information authentication

• Must have reliable and consistent high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless)

• Minimum upload speed of 10 mbps and minimum download speed of 100 mbps

• Use of wireless, hotspot or WiFi "air cards" are NOT ALLOWED

*Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements