OverviewABOUT THE ROLE The CX Technology Engineer designs, develops, implements, and maintains contact center communication systems, networks and data. This position is responsible for multiple technical areas including monitoring and maintenance of the systems, network design, and engineering on hosted platforms. This position also advises on cloud technology strategy supporting the analysis and development process for new technology or changes in the environment.
ABOUT THE JOB This opportunity has a Monday-Friday schedule starting between 7:00am-8:00am CT. This position will be in person at our Administrative Offices (Weldon Spring/Maryland Heights) in St. Louis, MO, with the option to work a hybrid schedule. The starting pay for this position is $81,100/yr. Compensation decisions will be made based on factors that include but are not limited to experience, education, location, and skill level.
We offer a robust Benefits Package including, but not limited to:
- Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours)
- Employee discounts on car rentals, car purchases and much more!
- 401(k) retirement plan with company match and profit sharing
- Educational Assistance (full-time - 40+ hours only)
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
- Monitor and maintain the performance and privacy/security of communication networks
- Collaborate with essential team members to understand contact center operations and technologies
- 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
- Serve as a technical escalation point for the team, collaborating with vendors to resolve issues as appropriate
- Monitor vendor performance and recommend changes in system design or support as appropriate
- Interact with internal teams to gather requirements, provide support, make recommendations based on customer needs, and deploy solutions
- Ensure processes and procedures are in place to support the deployment of new technology and services; initiate knowledge transfer to the team
- Develop and complete project tasks within budget and meet with stakeholders to ensure projects are on schedule and milestones are being met
- Develop and maintain technical design specifications and support documentation
- Develop business continuity and disaster recovery plans and assist with the annual test of such plans
- Analyze system usage and expenses to identify cost savings opportunities
- Stay current with the latest advancements in telecommunications technology and industry trends
Qualifications- Must live in the state of Missouri and the St. Louis and surrounding area or willing to relocate within 12 months
- 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 or older
- Must have an Engineering industry standard certification (e.g., CCNP, AWS Certified Cloud Practioner, Professional)
- Must have 2+ years' experience designing, implementing, and maintaining telecommunications systems
- Must have 3+ years' experience with contact center voice and communication technologies, including telephony systems, IVR and conversational voice solutions, VoIP integrations, call routing, disaster recovery development, and related voice infrastructure
- Must have 1+ years' experience as a Communication Systems Analyst
- Permanent residence with a defined working space that is free of distractions
- Must be able to meet all current work from home technical requirements
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 internet meets or exceeds these requirements
Preferred:
- Interactive Voice Response, Intelligent Virtual Agent, Artificial Intelligence, Natural Language recognition experience
- Knowledge of global routing regulations
