CX Engineer - Telecom and Telephony

Lead the collaboration with stakeholders to gather requirements, develop 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

Diagnose issues, determine appropriate resolution path and serve as technical consultant to identify needs; determine and recommend preferred solutions to stakeholders and provide cost estimate

Serve as a technical escalation point, collaborating with vendors to resolve issues, monitor their performance, and recommend improvements to system design or support

Partner with internal teams to gather requirements, provide senior level support, make recommendations based on customer needs, and deploy solutions

Establish and maintain processes that support new technology deployments, incorporating industry best practices and emerging telecommunications trends, while providing 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, business continuity, disaster recovery plans and support documentation

Analyze system usage, develop efficiencies in automation/tools and identify cost savings opportunities

Provide support and leadership to junior team members, assisting with problem solving and skill building

• 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
• Engineering industry standard certification (e.g., CCNP, AWS Certified Cloud Practitioner, Professional) required
• 3+ years experience designing, implementing, and maintaining telecommunications systems
• 3+ years experience with local and long distance carriers, contact center telephony systems, interactive voice response, computer/telephony integration (VoIP), disaster recovery development, telephony hardware and related products
• 2+ years Experience as a CX Technology Engineer
• 2+ years experience utilizing CI/CD pipelines and coding languages (i.e. Type Script, Python, node
  
  JS, SQL etc.) to support cloud based telecommunication systems

• Hands-on experience with Amazon Connect configuration administration preferred
• Proficiency in AWS services:
  Lambda, S3, Dynamo
  
  DB, Cloudwatch, Lex, etc. preferred
• Exposure to testing tools and methodologies for cloud-based contact centers preferred
• Knowledge of global routing regulations preferred