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TTEC Digital

Posted 6 months ago

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Senior Consultant, Zoom Contact Center - Remote

ManilaRemoteFull-time

AI Summary

The Senior Consultant designs, builds, tests, and supports the Zoom Contact Center platform, implementing and configuring CCaaS solutions for customer environments.

About this role

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Zoom Contact Center Senior Consultant is responsible for the overall development, testing and delivery of the Zoom Contact Center software platform. This is a fully remote, hands-on, highly technical role for resources skilled in both business and technical consulting experience. You will be tasked to implement the Zoom Contact Center software. Technical experience with various call center technologies including Zoom Contact Center, IVR/ACD, VoIP, Email, SMS, and Chat systems will be required. Key responsibilities include all tiers of the technology, including (but not limited to) design and development of our products and features, unit testing, code reviews, resolving defects encountered during the QA cycle, supporting the production environment, and assisting other developers in a team environment utilizing agile or waterfall development processes.

What You'll Be Doing

  • Recognized as an external and internal thought leader within CX transformation, Process Automation Digital Transformation, and Omnichannel technologies.
  • Configuring and deploying Zoom Contact Center, WFM, QM, and AI solutions in customer environments
  • Implement high-complexity projects with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation
  • Ability to mentor Software Engineers
  • Work as a member of the TTEC Digital project team to enhance and improve software written in JavaScript
  • Code and test projects.
  • Deliver high-quality software on time.
  • Attend meetings and training as required.
  • Work with system analysis and project management for the successful completion of a project.

    • What You'll Bring to the Role

  • Bachelor’s degree in computer science, IT, or engineering preferred.
  • 3 or more years of experience in Zoom Contact Center and UC environments.
  • Experience with enterprise level CCaaS architecture for complex business needs.
  • Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
  • Knowledge of SIP Protocol, RESTful APIs, WebRTC, and modern SSO/identity management technologies
  • Experience configuring SBCs, SIP trunks, voice gateways, and cloud telephony integrations
  • Experience with CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow or Zendesk)
  • Existing knowledge and/or industry certifications for Zoom Contact Center and process automation technologies
  • 2 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems.
  • Experience with Conversational AI platforms highly desired
  • Network infrastructure experience.
  • Experience creating and presenting to executive level stakeholders (technical and non-technical).
  • Team Player
  • Desire to work in a fast-paced environment.
  • Ability to work US daytime hours

    • Skills

    AgileC++CCaaSCRM IntegrationsIVR/ACDJavaJavaScriptPythonRESTful APIsSBCSIPSSOVoIPWaterfallWebRTCZoom Contact Center

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