Lead Contact Center Engineer

ystem admin, report analysis, implementation, and troubleshooting infrastructure and integrations.

Responsibilities:

• Responsibilities include support of Telecom related needs and leads the design of Telephony architecture, integration, and installation, including hardware, software, access methods, and protocols used.

• Participates in various telephony projects intended to continually improve/upgrade the telecommunications infrastructure.

• Design/Management of inbound/outbound call routing traffic to the NICE CXone-inContact Call Center.

• Design/Management of monitoring platforms to capture telecom infrastructure health and performance to ensure network stability.

• Communicates and coordinates telecom downtime and service windows with Shared Services Teams.

• Coordinates third-party maintenance for telecom hardware, software, and telecommunications services.

• Maintains corporate compliance/risk with established standards and practices.

• Prepares and maintains telecom infrastructure documentation of topology, device/system configurations and dial plan.

• Maintain and update voice portals for carriers including call routes for DIDs, and Toll-Free Numbers.

About You:

Required Qualifications:

• 4-6+ years' experience with telecommunications network design, architecture, and support in UCaaS/CCaaS environments.
• 4-6+ years of hands-on telephony experience in support of enterprise PBX/UCaaS systems with the ability to troubleshoot, analyze and remediate common issues including support of SBC's, SIP, VoIP telephones, etc.
• Well-rounded in the administration of Contact Center application technologies (CCaaS) with experience in IVR/IVA Speech Recognition, Scripting, Virtual AI Agents (Self-Service), Call Routing, Workforce Management, and Call/Screen Recording.
• Experience with Contact Centers (on-prem and cloud-based), including integration with Salesforce/ServiceNow (CTI), WFM/WFO, APIs and reporting tools.
• Ability to participate in On-Call rotation.
• This position may perform work with the U.S. government therefore

  1. Ideal candidate should be a U.S. Citizen

  2. Existing or previous Government Security Clearance preferred, or ability to obtain appropriate security clearance is required

Preferred Qualifications:

• Knowledge and experience working with SIP/RTP/WebRTC protocols

• Experience with formal change management.

• Bachelor's Degree in IT Related program or relevant experience.

• RingCentral and NICE CXone-inContact product experience and/or relevant experience in key competitor offerings.

• Understanding of Agile methodologies, such as Kanban or SCRUM.

• Demonstrated ability to implement, drive and track projects.

• Previous experience inspecting network traffic from a voice perspective.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

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UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].

The pay range for this position is $102,300.00 to $147,050.00. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://https://www.ukg.com/about-us/careers/benefits