Job SummaryThe CCaaS Software Engineer manages, implements, and maintains cloud-based contact center platforms - specific to Five9. This position will have expertise in cloud technologies, contact center operations, and customer engagement/retention solutions. The Software Engineer will be responsible for designing, configuring, troubleshooting, and optimizing contact center systems to meet the needs of the business and ensure superior customer service delivery.
Responsibilities- Configures and deploys CCaaS platform (e.g., Genesys, Twilio, Five9, Amazon Connect) and work with the Ardent EPIC and other cross-functional IT teams for EPIC integration, ticketing systems, and other enterprise applications, where applicable.
- Monitors and maintains CCaaS environments, ensuring optimal performance and uptime of contact center tools.
- Customizes workflows, routing strategies, and reporting dashboards to align with business requirements.
- Provides support and acts as a singular liaison for Ardent with Vendor TAM (Technical Account Management) for contact center issues, resolving technical challenges and escalating when necessary.
- Works closely with IT, customer service teams, and vendors to implement new features or optimize existing systems.
- Analyzes system performance and provides recommendations for improvements based on usage data and feedback, specific, but not limited to, IVA (Interactive Virtual Agent) Tuning and VCC (Virtual Contact Center) Studio.
- Creates and maintains automation scripts, reports, and metrics for performance tracking and efficiency improvements, both within the Contact Center and larger Consumer Experience (CX) teams.
- Creates and maintains clear documentation on system configurations, integrations, and troubleshooting procedures. Trains teams on best practices for system use and troubleshooting within their respective scopes.
- Ensures the platform meets internal security and regulatory standards for data privacy and compliance (e.g., GDPR, HIPAA).
QualificationsJob Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Additional years of experience may substitute for the required education on a year-for-year basis.
- Proven experience with CCaaS platforms (e.g., Genesys Cloud, Twilio, Amazon Connect, Five9, etc.).
- Strong understanding of cloud-based solutions, networking, and telephony technologies (SIP, IVR, ACD, etc.).
- Familiarity with CRM tools such as Salesforce, Zendesk, or ServiceNow.
- Experience in API integrations, scripting, and automation using languages like JavaScript, Python, or similar.
- Excellent problem-solving, troubleshooting, and analytical skills.
- Effective communication and collaboration skills, capable of working with cross-functional teams under tight deadlines.
Preferred Job Requirements:
- CCaaS platform certification (e.g., Genesys Cloud, Twilio, Five9, Amazon Connect).
- Experience in Agile methodologies.
- Familiarity with cloud infrastructure platforms (AWS, Azure, etc.).
- Experience with database management, SQL, and data analytics.
