Unified Communications Solutions Specialist - Jiutepec - beBee Careers

    beBee Careers
    beBee Careers Jiutepec

    hace 2 días

    beBee Careers background
    De jornada completa

    Título del puesto: Unified Communications Engineer

    Descripción

    **About the Role**

    This is an exciting opportunity to become a key member of our B2C Frontline Engineering Team, responsible for designing and maintaining cutting-edge contact center infrastructure. You will play a pivotal role in delivering seamless communication solutions across Zillow's B2C businesses.

    As a Unified Communications Engineer, you will work closely with talented professionals to engineer innovative communications solutions using Genesys Cloud, Twilio, and other industry-leading technologies.

    You will have the chance to automate processes, leverage AI capabilities, and collaborate on complex projects that enhance the customer experience.

    • Key Responsibilities:
    • Provide top-level engineering and administration of PBX/CCaaS infrastructures, including Genesys Cloud and Twilio.
    • Engineer and maintain SIP/VoIP infrastructure, including call routing (IVR, skills-based, and Salesforce integration), contact center platforms, call recording, Eventbridge, and analytics.
    • Work with CI/CD tools such as Gitlab or Github.
    • Automate processes to enhance efficiency and remove toil.
    • Administer SaaS systems in the Contact Center space.
    • Collaborate on contact center integrations with platforms such as Salesforce CRM, ServiceNow, AWS, and Databricks.
    • Define user requirements and build complex, data-driven call flows based on data from Twilio and Salesforce.
    • Interact with integrators and consultants to implement best practices and solutions.
    • Maintain documentation libraries, capture business processes, and create training materials using G Suite and wiki tools.
    • Provide upper-level support for B2C escalations to the support queue.

    About the Team

    The B2C Frontline Engineering Technology (FET) team aims to build tools and backend services that support Zillow's frontline sales and service operators. We strive for engineering excellence and innovative solutions to optimize operations and drive customer satisfaction.

    We're committed to creating a seamless experience for our customers, and we believe that this role will be instrumental in achieving that goal.

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