Technical Engineer

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

Contact Center Voice Application Developer is a specialist in Contact Center platforms and has the main objective of proposing and developing solutions for the different challenges of our clients. Contact Center Voice Application Developer is responsible for designing and developing flows for voice portals, IVR, Speech and Voice Bots, as well as integrating these channels with external data sources (Web Services, databases, CRMs, etc.) in search of personalized and self-service automations.

Responsibilities:

• Design and build voice applications, and conversational text flows for Voice Portal, and text interfaces.

• Build middleware’s, backends and connectors to integrate Voice Portals and interfaces into external data sources for automation and business data access (database, Mainframes, and WebServices).

• Deep knowledge on programming language for system integrations through WebServices (REST API, JSON, SOAP XML) and Databases (SQL).

• Development of call flow or conversational flow scripts including pre-recorded messages, Text to Speech, Speech Recognition, Natural Language Processing, Cognitive and Generative AI technologies and integrations capabilities with Backend applications.

• Design and integrate conversational flows for Voice Portals, Chat and Voice bots.

• Work on multidisciplinary team involving UX and customer business areas supporting discovery sessions of customer journey.

• Collaborate with QA team to perform integrated tests with the whole deliverable.

• Write procedures to be done before production cutover.

• Perform functional and integration tests.

Requirements:

• Bachelor’s degree in System Analysis, Computer Science, Engineering, or related field

• Experience working on Contact Center platform implementation projects including IVRs, WFMs, WFOs, Chat, Email, Digital, Voice, etc.

• Experienced in Contact Center combining traditional Contact Center applications on-premises and CCaaS platforms such Nice CxOne and/or Genesys Pure Cloud.

• Experience working on multidisciplinary teams involving UX and customer experience discovery sessions

• Experience with call flow and scripting development with proven technical knowledge in Contact Center platforms (NICE, Mitel, Avaya, Genesys, Cisco or Verint)

• Experience with TTS, ASR and NLP technologies.

• Experience with AI technologies such Cognitive AI (Google Dialogflow, IBM Watson or/and MS Luis/CLU) and Generative AI (OpenAI GPT, Google Gemini or/and MS Azure OpenAI Service)

• Knowledge in relational databases and SQL.

• Experience in programming language for system integration through WebServices (REST API, JSON, SOAP XML)

• Fluency in Portuguese and advanced in English

Additional Preferred Skills:

• Advanced in Spanish

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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.