RIT Solutions, Inc.
UC Contact Center Engineer II
Start/End Dates : 5/26/2025 - 11/25/2025
Tax Work Location:
USA - FL - Plantation - FLL7 Job Title:
Software Engineering - UC Contact Center Engineer II
Job Description: General • Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers • Ability to take a requirement document, work through any ambiguity and follow through to implementation • Strong analytical and problem-solving abilities • Ability to understand complex architectures and be comfortable working with multiple teams • Strong work ethic and a team player • Enthusiasm toward technology, willingness to learn Duties & Responsibilities: • Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts • Serves as resident expert for Genesys CloudCX capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis • Perform unit and quality assurance testing • Support customer acceptance testing activities and troubleshoot/correct any issues • Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed Required Skills & Qualifications: • Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS • 5+ years of practical, hands-on experience maintaining large (1000 agents plus), multi-site, complex contact center environments • Experience administrating and supporting PureCloud (Genesys Cloud) • Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts • Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.) • Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers • Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics • 1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions • Understanding of business processes and how they relate to customer experience technology • Strong architecture & systems planning skills • Well versed with omni-channel technologies • Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management
PREFERRED EXPERIENCE: • Genesys Cloud certified • Expertise in CloudCX API's • Expertise in Architect flows • WebRTC troubleshooting experience • Development skills/certifications • Java/JavaScript • HTML • REST WEB Services • PureCloud API's • SQL and Data analytics • Web-services, 3rd party APIs
USA - FL - Plantation - FLL7 Job Title:
Software Engineering - UC Contact Center Engineer II
Job Description: General • Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers • Ability to take a requirement document, work through any ambiguity and follow through to implementation • Strong analytical and problem-solving abilities • Ability to understand complex architectures and be comfortable working with multiple teams • Strong work ethic and a team player • Enthusiasm toward technology, willingness to learn Duties & Responsibilities: • Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts • Serves as resident expert for Genesys CloudCX capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation • Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis • Perform unit and quality assurance testing • Support customer acceptance testing activities and troubleshoot/correct any issues • Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed Required Skills & Qualifications: • Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS • 5+ years of practical, hands-on experience maintaining large (1000 agents plus), multi-site, complex contact center environments • Experience administrating and supporting PureCloud (Genesys Cloud) • Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts • Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.) • Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers • Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics • 1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions • Understanding of business processes and how they relate to customer experience technology • Strong architecture & systems planning skills • Well versed with omni-channel technologies • Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management
PREFERRED EXPERIENCE: • Genesys Cloud certified • Expertise in CloudCX API's • Expertise in Architect flows • WebRTC troubleshooting experience • Development skills/certifications • Java/JavaScript • HTML • REST WEB Services • PureCloud API's • SQL and Data analytics • Web-services, 3rd party APIs