Cloud Contact Center Engineer - Jacksonville

Company: BTG
State/City: Jacksonville
Job Description:

BTG in partnership with the top ranked Insurance company in Florida has an immediate need for a Cloud Contact Center Engineer.

The successful candidate will be responsible for the design, implementation and operational support of customer interaction applications and infrastructure for inbound/outbound contact centers. These duties will encompass ACD platforms and services, contact routing, automation, self-service (IVR), and virtual assistants. The role requires working with Telecom, Network, Field Support, Advanced Engineering, Project Management and business stakeholders.

Requirements of the Cloud Contact Center Engineer

Bachelor's degree in Telecommunications, Computer Science or related field, or related work experience. 5+ years hands-on experience with contact center technology including networking and telecommunications engineering, telephony systems (including ACD and call automation), contact center operations, vendor and service management and security 3+ years working with cloud contact center services (AWS experience ideal) 3+ years in vendor and service management, including cloud-based services Understanding of the Amazon Connect platform including contact flows, contact routing, queues and agent setup Basic understanding of the AWS ecosystem, specifically the services that support Amazon Connect including Lambda, DynamoDB, Lex, Polly, Cloud Watch and Cloud Formation Working knowledge of communications protocols and APIs such as WebRTC and SIP Knowledge of programming languages: JavaScript, Python, Angular Experience managing projects or complex engagements involving multiple stakeholders Build relationships with technical leaders and business stakeholders to enhance collaboration, information sharing, decision-making and influence decisions.

Benefits of the Cloud Contact Center Engineer

Full time hours Medical / Dental / Vision within the first month of employment
401k with company match Tuition assistance Generous paid time off

Responsibilities of the Cloud Contact Center Engineer

A proven experience in the administration, maintenance and troubleshooting of Contact Center application technologies with expertise in call queuing, call routing, call recording, call flow scripting and IVR/self-service. An understanding of peripheral contact center applications and integrations including familiarity with call recording, workforce management (WFM), quality management (QM), display boards and reporting tools. Telephony background supporting on-premise enterprise PBX systems with ability to troubleshoot, analyze and remediate common or complex issues. Has working knowledge of network architecture and server terminology as it relates to IP telephony and contact center applications. An understanding of Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS) and cloud-based telephony services such as Amazon Connect, Microsoft Skype/Teams or similar. Has experience in maintaining documentation library, capturing business processes, creation of storyboards, PowerPoint presentations, Visio diagrams, and documenting business practices and training material. Provide day-to-day functional and technical support to internal customers Some travel required

If you believe that your skills and experience are a match for this position, please submit your most current resume and a recruiter will be in contact. Resumes can be submitted via e-mail to or apply on line at You may also give us a call at 904-998-9414 to speak to a Recruiter.

Employment type: W-2, W2, Contract

Salary: Negotiable

Age requirements:
Minimal experience: 5 years

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