Senior Voice and Contact Center Engineer

On behalf of our client in Burnaby, Ignite Technical Resources is looking for a Senior Voice and Contact Center Engineer with our client for a contract opportunity.

Project Description:

The Project Services department is responsible for delivering a wide range of IT infrastructure projects for Health Authorities.

Services Required:

The Voice & Contact Center Engineer will be responsible for the design, programming changes, troubleshooting, estimate preparation, staging, implementation, and upgrading of the Contact Center line of Communication Technologies including but not limited to SIP Call Routing, SBCs, and other enterprise IP Telephony & Unified Communications offerings based on project requirements. Also, should have good awareness of automation skills related to UCaaS & CCaaS technologies.

The scope of activities will include the following tasks:

Lead Contact Center migration projects potentially migrating from On-Prem to CCaaS based solutions.

Preparation of documentation related to the assessment, design, implementation, and operational support of the Genesis Pure Connect on-prem solutions as well as CCaaS Solutions.

Assist with the preparation and installation of the Cisco voice network infrastructure.

Lead or participate in Oracle SBC related projects.

Provide network implementation / production cutover services outside of normal business hours, as required.

Provide technical direction / assistance to Voice Network Specialists on CCaaS technologies.

Develop an understanding of the current Health Care standards as they relate to the Collaboration Service vertical.

Specific Qualifications or Experience Required:

A level of education, training, and experience equivalent to a university degree or technical diploma in a program, such as Communications Technology, plus related vendor certifications such as Genesys Certified Composer Voice Developer Professional, Genesys Certified Composer Routing Developer Professional, Genesys Cloud CX Certified Associate, Genesys Intelligence Automation (GIA/GAAP) Certified Trainee, Google - UJET Certified Delivery Partner.

In addition, the successful candidate will have the following experience:

In-depth knowledge / experience with current voice & contact center network standards and industry best practices required to implement a reliable voice & contact center infrastructure.

Extensive experience with at least 03 of the following: Genesys Engage On-premises, Genesys MultiCloud CX/ Multi-Cloud, Genesys Cloud CX/ PureCloud, Genesys Composer, Amazon Connect, Amazon Chime Voice Connector (Beta).

Reasonable experience with IRD, CME, GA, GAX, Pulse, AWS, Amazon Connect Contact flow designer tool, LEX bots, Lambda functions, DynamoDB, Genesys Intelligent Automation, VXML, SCXML, Tomcat, GVP, SIP, URS, ORS, etc.

Good experience with Python, ECMA Script, Tomcat, COBOL, SQL, DB2, JCL, webservices: SOAP and RESTful, Splunk, AppDynamics, CloudWatch, Jira, AzureDevOps, KanBan, etc.

Due to the volume of resumes, only those candidates being considered will be contacted.

Based in Vancouver and proudly Canadian, Ignite Technical Resources has been providing Top Technical Talent to organizations across Canada since 2005.

Ignite. Wired for people.

About Ignite Technical:

Founded in 2005 and headquartered in Vancouver BC, Ignite Technical Resources has been the preferred IT Staffing provider for many of Canada’s largest and well-known organizations for nearly 20 years. By specializing in Information Technology, we ensure that our processes are focused exclusively on providing qualified IT Professionals and our commitment to speed ensures your teams and projects are staffed quickly and efficiently. Our years of experience provide us with one of the most well-developed networks of candidates in the Canadian market. Come see why Ignite Technical is one of Canada’s premier providers of IT Professionals On-Demand. Ignite Technical Resources. Wired for People.

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