Contact Center Engineer – Call Routing

🔥 2 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BETSOL

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

BETSOL is a global IT services company that offers a wide range of solutions to enhance business operations and efficiency. Their services include product engineering, DevOps, cloud enablement, application modernization, and security services. BETSOL specializes in cloud-native development, infrastructure automation, and application migration, providing enterprise clients with advanced IT infrastructure solutions. They also offer unique services such as Zmanda Enterprise Backup, which is a leading open-source backup and recovery solution for data centers. BETSOL prides itself on transforming digital landscapes through innovation and collaboration, maintaining high industry standards for security and quality while serving clients across over 40 countries.

📋 Description

• Design and support complex contact center solutions and call routing • Incorporate Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs, and Five9 Contact Center as a Service • Engineer multi-vendor solutions that are fault resilient and integrate across multi-vendor platforms • Provide technology strategy, direction, and support for the contact center call routing department • Stay current with technology trends to manage the product portfolio in support of business needs • Collaborate across enterprise technology functions to maximize alignment, efficiency, cost optimization, investments, and delivery

🎯 Requirements

• 3–5+ years' experience designing and implementing complex call routing utilizing AT&T’s ITPF/Route-it application • Vast knowledge of provisioning TFNs, SIP refer terms, carrier prompts and protocols • Ability to understand complex contact center business requirements covering voice, chat, co-browse, text/SMS, click-to-call, and automated outbound dialing • Working knowledge of call routing and flows, IVR, CMS, recording, overall contact center functionality, and Avaya CM • 5+ years designing, implementing, and operating contact center workflows and call flows • 3+ years' experience integrating with Five9 or other public cloud contact center systems such as Genesys, CloudTalk, or RingCentral • Understanding of AT&T network carrier RespOrg process and reporting • Working knowledge of CMS, Cisco ICM, and contact center systems over various network types, including work-from-home workers • Working knowledge of monitoring tools such as AMCD • Troubleshooting and diagnostic skills regarding call flows, IVR, BOTs, SBCs, and SM • Verizon Toll Free Number Manager call routing experience

🏖️ Benefits

• Remote work available • Collaborative team environment • Opportunity to work on leading-edge communications technology projects • Work environment valuing innovation, diversity, and inclusion