Block
Our purpose is economic empowerment.
San Francisco, CA, USA
Remote
Hybrid

Contact Center Engineer

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Employer Provided Salary: 126,400-185,900 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Company Description
Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams - People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more - provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
Job Description
As a team, we are the direct link to the voice of our customers. When our customers need help they are usually in the midst of managing a small business and they don't want to wait for answers. Simply put, they want to speak to a human. In an ideal world, we know exactly who our customers are and what they need the moment they contact us. Using information from previous interactions and current product usage, we're able to quickly direct them to the information they need to rapidly resolve issues or realize opportunities.
Our voice capabilities take advantage of a global presence, ensuring local 24x7 voice support across time zones. The reliability and quality of services are driven by the scalability and efficiency of our platforms and partners. This relies on the interaction of multiple Square systems in a constant feedback loop where the voice platform provides real-time data to the business that can be consumed in future interactions. On this team, you will work on state-of-the-art technologies to ensure both internal and external customers have the best possible experience with Square.
You Will:

  • Build and maintain a voice focused contact center omni channel platform for Square to have productive and personalized interactions with our customers.
  • Lead medium sized solutions architecture and development of phone and voice solutions for platforms and teams across the enterprise.
  • Provide technical leadership on different CCaaS voice platforms
  • Participate in an on-call rotation for any issues related to production support.
  • Help build state of the art omni channel contact center solutions that provide best in class customer and advocate experience.


Qualifications
You Have:

  • 4+ years of experience in Contact Center Technologies implementations and solutions.
  • Experience in developing Amazon Connect contact flows, AWS Lambda , DynamoDB, Lex Bots, API Gateway, AWS Pinpoint and Amazon Connect Streams for CCP Customizations.
  • Strong debugging, troubleshooting, and problem solving skills required.
  • Must have experience in designing and implementing call routing using routing profiles, queues, call backs, emergency messages, hours of operations, holiday routing with dynamic messaging
  • Must have strong programming skills in node.js, python, or ruby. Experience in AWS Lambda is highly preferred.
  • Experience with AWS serverless architecture and services such as Contact Lens, AWS Pinpoint, S3, IAM, Lambda, Kinesis Data and Video Streams, KMS, Secret Manager preferred.
  • Experience with Github / bitbucket for source / version control. Experience with CI / CD pipelines using Terraform and Cloud Formation.
  • Deep understanding of Contact Center Architecture / Reporting / WFM Integration / IVR / Speech Recognition / Agent Phone Panel (amazon connect streams)
  • Working knowledge of popular communications protocols and APIs such as WebRTC and SIP
  • SQL query writing and data analysis.
  • Proficiency in Salesforce amazon connect CTI Adapter integration.


Even Better:

  • An advanced degree in computer science, engineering or mathematics.
  • Experience designing applications with responsibility for infrastructure robustness, including networking, communications, and storage.
  • Knowledge in application, server, or network security
  • AWS Solution Architecture certifications
  • Knowledge of Information and Data security (PCI / PII / GDPR / DNCL / e911 / e164)


Technologies We Use:

  • Amazon Connect, AWS Lambda, AWS DynamoDB, AWS API Gateway, AWS Lex (Voice / Chat Bots), AWS S3, Amazon Connect Streams, AWS Pinpoint, Kinesis Video and Data streams.
  • Ruby, NodeJS / Python (Lambda) / Javascript / Typescript
  • Terraform / Cloud formation
  • Github
  • Snowflake
  • WebRTC


Qualifications
You Have:

  • 4+ years of experience in Contact Center Technologies implementations and solutions.
  • Experience in developing Amazon Connect contact flows, AWS Lambda , DynamoDB, Lex Bots, API Gateway, AWS Pinpoint and Amazon Connect Streams for CCP Customizations.
  • Strong debugging, troubleshooting, and problem solving skills required.
  • Must have experience in designing and implementing call routing using routing profiles, queues, call backs, emergency messages, hours of operations, holiday routing with dynamic messaging
  • Must have strong programming skills in node.js, python, or ruby. Experience in AWS Lambda is highly preferred.
  • Experience with AWS serverless architecture and services such as Contact Lens, AWS Pinpoint, S3, IAM, Lambda, Kinesis Data and Video Streams, KMS, Secret Manager preferred.
  • Experience with Github / bitbucket for source / version control. Experience with CI / CD pipelines using Terraform and Cloud Formation.
  • Deep understanding of Contact Center Architecture / Reporting / WFM Integration / IVR / Speech Recognition / Agent Phone Panel (amazon connect streams)
  • Working knowledge of popular communications protocols and APIs such as WebRTC and SIP
  • SQL query writing and data analysis.
  • Proficiency in Salesforce amazon connect CTI Adapter integration.


Even Better:

  • An advanced degree in computer science, engineering or mathematics.
  • Experience designing applications with responsibility for infrastructure robustness, including networking, communications, and storage.
  • Knowledge in application, server, or network security
  • AWS Solution Architecture certifications
  • Knowledge of Information and Data security (PCI / PII / GDPR / DNCL / e911 / e164)


Technologies We Use:

  • Amazon Connect, AWS Lambda, AWS DynamoDB, AWS API Gateway, AWS Lex (Voice / Chat Bots), AWS S3, Amazon Connect Streams, AWS Pinpoint, Kinesis Video and Data streams.
  • Ruby, NodeJS / Python (Lambda) / Javascript / Typescript
  • Terraform / Cloud formation
  • Github
  • Snowflake
  • WebRTC
See More
Apply Now
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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are Block Perks + Benefits

Block Benefits Overview

At Block, we want to provide you with benefits, perks, and offerings that empower you to make choices for your life and what matters to you. We understand the importance of having quality care. So, whatever stage of life you’re in, we offer coverage and plans to support total health — physical, mental, and financial — for you and your family.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Fertility benefits
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Personal development training
Virtual coaching services
Apprenticeship programs

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