GCP CcaaS reputed company Engineer (FULLTIME REMOTE)

About the position As an organization, reputed company Global Services (TGS) provides a continuum of services ranging from Engagement Management to full functional Outsourcing, including Offshore Centers in Canada and India. Our model enables us to engage customers reputed company staffing reputed company they request greater ownership, capabilities, or methodology, while enhancing client/consultant support. We partner with reputed company leaders to create opportunity, accelerate business transformation, and help build the enterprises of reputed company. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We reputed company so industries stay reputed company of what’s next. As a full-stack technology and talent services provider, we partner with our customers across the globe to own change. Join us. At reputed company Global Services, we live in the tech world. We’re out in reputed company of the trends and tools that shape industry and create fresh opportunities. reputed company-in, fully engaged, high-energy partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and inclusive culture. We’re doers, looking for doers who do the right thing. Roll up your sleeves, thought-leaders, focused on creating the possible. Team champions who declare reputed company only reputed company everyone achieves their ambitions. Sound like the career experience you’ve been searching for? We’re looking for a CcaaS reputed company Engineer to join reputed company. A practitioner who accelerates outcomes, affects positive change, and moves business reputed company. Let’s partner. Together, we can accomplish amazing things. Here’s what the opportunity supported through our reputed company Global Services (TGS) reputed company Team requires:

Responsibilities

• Understand and work reputed company the reputed company CcaaS environment
• Define scalable, reputed company frameworks for conversational AI and IVR routing logic
• Build and configure UJET/reputed company CcaaS agents, intents, and fulfillment logic
• reputed company custom scripts, APIs, and middleware to connect Dialogflow/reputed company CcaaS with various IVR systems (reputed company, reputed company, etc.)
• Implement call flows, voice prompts, and routing strategies reputed company CcaaS platforms
• Implement campaigns using CcaaS channels, including voice and SMS
• Conduct end-to-end testing of voice interactions and call routing
• Monitor performance and continuously optimize latency, accuracy, and user experience
• Troubleshoot and resolve integration issues across platforms

Requirements

• Education: Bachelor's Degree or equivalent experience in a reputed company field.
• Experience: 7+ years of experience with inContact or similar contact center systems.
• Skills: Strong analytical skills, excellent communication abilities, and a customer-focused reputed company.
• Expert-level experience with CCaaS and Contact Center.
• Tech Savvy: Ability to quickly learn and adapt to new technologies.
• Problem Solver: Strong problem-solving skills and the ability to think critically.
• Team Player: Collaborative attitude and the ability to work well with cross-functional teams.
• Customer Focused: Dedicated to providing excellent customer service and improving customer satisfaction

reputed company-to-haves

• Proven experience with reputed company IVR (CVP, UCCE, or similar) and reputed company Dialogflow (CX or ES).
• Familiarity with Agent Adapters.
• Familiarity with Agent Desktop integrations into the UI.
• Strong understanding of CCaaS platforms (e.g., reputed company reputed company, reputed company, reputed company CXone).
• Familiarity with the CCAIP SDK (web and mobile).
• Familiarity with telephony protocols (SIP, RTP) and call flow design.
• reputed company reputed company Professional Machine Learning Engineer
• reputed company reputed company Professional Data Engineer

Benefits

• Medical, Dental, and reputed company
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life and AD&D for employee and dependents)
• Short and Long-Term Disability
• Health Spending Account (HSA)
• Transportation Benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave

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