Contact Center Implementation Engineer - REMOTE

Company: Infinity Consulting Solutions
Location: Los Angeles
Posted on: January 16, 2022

Job Description:

Job Description

Contact Center Implementation Engineer/Project Manager

Our Client is a Major Airline, they are lookng for a consultant to help them as they start to evaluate CCaaS solutions for Contact Centers. We are looking for an individual that can provide at minimum the below requirements.

• Needs to have 3+ years experience specifically with larger contact centers and migrating them from a infrastructure based solution held in private data centers to a CCaaS solution. This should be at least a 2k+ plus seat contact center.
• Ideally that contact center that was migrated also would have been 100% remote. If not all remote in at least multiple geographically locations.
• Need experience in routing in skills based, attribute based, and omnichannel routing.
• Need experience in routing calls both to an outsourcer and within our organization.
• Need experience in also integrating multiple systems/business partners into the CCaaS solution. Examples would include workforce systems, chat systems, social media systems, CRM systems, and company developed CRM systems.
• Need experience not just in contact centers but also phone systems that support remote office locations (i.e. airports for us) and headquarters\support centers.
• Understanding of call routing in many international locations but specifically Central America, Latin America, and EU countries
• Need experience call routing via VOIP, SIP, and potentially TDM.
• Experience with UCaaS as well preferred
• Ability to be vendor neutral in review of solutions
• Preferable experience with the airline industry
  

Keywords: Infinity Consulting Solutions, Los Angeles , Contact Center Implementation Engineer - REMOTE, Engineering , Los Angeles, California