UBC

IT Engineer – Contact Center, Cloud

UBC

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

CloudPythonTCP/IPVoIP

About the role

  • Design, configure, and support contact center platform including: ACD, queues, skills, and routing strategies
  • Architect call flows, IVRs, and chatbot integrations
  • Voice, callback, voicemail, and outbound dialing capabilities
  • Ensure seamless communication across various platforms
  • Administer users, roles, permissions, agent profiles, and routing configurations.
  • Support integrations using APIs, data actions, web services, and CRM connectors.
  • Configure and support SIP trunks, telephony providers, BYOC / BYOT, and number management.
  • Monitor platform health, performance, and capacity using platform analytics and monitoring tools.
  • Respond to and resolve complex incidents impacting customer or agent experience.
  • Perform root cause analysis and contribute to problem management and service improvement initiatives.
  • Support Analytics teams with reporting and performance dashboards.
  • Partner with stakeholders to optimize routing strategies, handle times, and customer experience outcomes.
  • Assist with workforce engagement insights and operational metrics.
  • Implement security best practices including role-based access control, audit logging, and secure integrations.
  • Support regulatory and compliance requirements (e.g., HIPAA, GXP) related to call recording, data retention, and access controls.
  • Design for resiliency, failover, and disaster recovery within the platform.
  • Maintain system documentation, call flow diagrams, configurations, and operational runbooks.
  • Evaluate new platform features and releases; support testing, rollouts, and change management.
  • Contribute to standardization and automation of configurations where appropriate.
  • Assist with projects, adhering to timelines, budgets, and quality standards.
  • Participate in an on-call rotation to support critical contact center operations.
  • Occasional after‑hours or weekend work during maintenance or major incidents.

Requirements

  • Bachelor’s degree in information technology or equivalent experience.
  • 2 - 5 years of experience with Cloud or similar contact center solutions including IVR, call recording, quality assurance, and work force management.
  • Hands‑on experience with one or more contact center platforms (e.g., Genesys, NICE CXone, Amazon Connect, Cisco, Avaya, Five9).
  • Experience with call recording, speech analytics, or workforce management tools.
  • Experience monitoring, supporting, and troubleshooting SIP, VoIP, and call routing technologies.
  • Working knowledge of scripting, APIs, or automation (e.g., REST APIs, JSON, PowerShell, Python) is a plus.
  • Familiar with domestic and international PSTN number management. (dial plans, porting, E911, etc.)
  • Understanding of network protocols. (TCP/IP, TLS, SIP, QoS, WebRTC, etc.)
  • Strong analytical and problem-solving skills
  • Ability to communicate effectively with both technical and non-technical stakeholders
  • Detail oriented with strong documentation habits.
Benefits
  • Competitive salaries
  • Growth opportunities for promotion
  • 401K with company match*
  • Tuition reimbursement
  • Flexible work environment
  • Discretionary PTO (Paid Time Off)
  • Paid Holidays
  • Employee assistance programs
  • Medical, Dental, and vision coverage
  • HSA/FSA
  • Telemedicine (Virtual doctor appointments)
  • Wellness program
  • Adoption assistance
  • Short term disability
  • Long term disability
  • Life insurance
  • Discount programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
contact center platform designACDIVRchatbot integrationsSIP trunksVoIPAPIsscriptingcall recordingworkforce management
Soft Skills
analytical skillsproblem-solving skillseffective communicationdetail orientedstakeholder collaboration