Senior Conversation Bot Engineer (CCasS)

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.
If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

Designation: Sr CCaaS Bot Engineer Experience in Years: 4 to9 years Anexperienced Software Developer with specialized expertise in Cloud Contact Center as a Service (CCaaS) platforms. The candidate will be responsible for designing, developing, and maintaining contact center solutions to meet evolving business needs. The role requires a deep understanding of cloud contact center technologies and the ability to integrate these solutions with various business systems.

KeyResponsibilities:

 CCaaSPlatformDevelopment:

 DevelopandconfigureCCaaSsolutions(e.g., Genesys Cloud, Amazon Connect, cisco, Avaya, Five9) to streamline customer interactions and enhance contact center efficiency

 CustomizeCCaaSfeaturessuchasInteractive VoiceResponse (IVR), Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), and call routing.  Buildomni-channelsolutions(voice, chat, email, SMS, social media) to provide seamless customer experiences across various touchpoints.

 IntegrateCCaaSplatformswithCustomerRelationship Management(CRM) systems(e.g., Salesforce, Zendesk), ticketing systems, and back-office applications.

 Implementthird-partyAPIintegrations for real-time reporting, workforce management, and analytics

.  CallFlowsandAutomation:

 Designandimplementcallflows, agentscripts, and customerworkflows.  Ensureeffectivequeuemanagement, skill-based routing, and escalation paths within the CCaaS system.

Must have Skills

 CCaaSsolutionsExp- Five9