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
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
