IT Engineer – Contact Center, Cloud

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UBC

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2003

🧬 Biotecnologia

⚕️ Seguro de Saúde

💊 Farmacêutico

Biotechnology • Healthcare Insurance • Pharmaceuticals

A UBC é uma empresa dedicada a melhorar os resultados dos pacientes, conectando terapias especializadas aos pacientes que delas necessitam. Eles oferecem soluções modernas e personalizadas, focando em acesso, segurança e geração de evidências para produtos biofarmacêuticos. A UBC é especializada em desenvolvimento de evidências, gestão de riscos e acesso do paciente, utilizando dados do mundo real e tecnologias inovadoras para otimizar a jornada de saúde e garantir o uso eficaz de medicamentos.

Descrição

• Design, configure, and support contact center platform including: ACD, queues, skills, and routing strategies • Architect call flows, IVRs, and chatbot integrations • Voice, callback, voicemail, and outbound dialing capabilities • Ensure seamless communication across various platforms • Administer users, roles, permissions, agent profiles, and routing configurations • Support integrations using APIs, data actions, web services, and CRM connectors • Configure and support SIP trunks, telephony providers, BYOC / BYOT, and number management • Monitor platform health, performance, and capacity using platform analytics and monitoring tools • Respond to and resolve complex incidents impacting customer or agent experience • Perform root cause analysis and contribute to problem management and service improvement initiatives • Support Analytics teams with reporting and performance dashboards • Partner with stakeholders to optimize routing strategies, handle times, and customer experience outcomes • Assist with workforce engagement insights and operational metrics • Implement security best practices including role-based access control, audit logging, and secure integrations • Support regulatory and compliance requirements (e.g., HIPAA, GXP) related to call recording, data retention, and access controls • Design for resiliency, failover, and disaster recovery within the platform • Maintain system documentation, call flow diagrams, configurations, and operational runbooks • Evaluate new platform features and releases; support testing, rollouts, and change management • Contribute to standardization and automation of configurations where appropriate • Assist with projects, adhering to timelines, budgets, and quality standards • Participate in an on-call rotation to support critical contact center operations • Occasional after-hours or weekend work during maintenance or major incidents

🎯 Requisitos

• Bachelor’s degree in information technology or equivalent experience • 2 - 5 years of experience with Cloud or similar contact center solutions including IVR, call recording, quality assurance, and work force management • Hands-on experience with one or more contact center platforms (e.g., Genesys, NICE CXone, Amazon Connect, Cisco, Avaya, Five9) • Experience with call recording, speech analytics, or workforce management tools • Experience monitoring, supporting, and troubleshooting SIP, VoIP, and call routing technologies • Working knowledge of scripting, APIs, or automation (e.g., REST APIs, JSON, PowerShell, Python) is a plus • Familiar with domestic and international PSTN number management. (dial plans, porting, E911, etc.) • Understanding of network protocols. (TCP/IP, TLS, SIP, QoS, WebRTC, etc.) • Strong analytical and problem-solving skills • Ability to communicate effectively with both technical and non-technical stakeholders • Detail oriented with strong documentation habits.

🏖️ Benefícios

• Competitive salaries • Growth opportunities for promotion • 401K with company match* • Tuition reimbursement • Flexible work environment • Discretionary PTO (Paid Time Off) • Paid Holidays • Employee assistance programs • Medical, Dental, and vision coverage • HSA/FSA • Telemedicine (Virtual doctor appointments) • Wellness program • Adoption assistance • Short term disability • Long term disability • Life insurance • Discount programs