Offer summary

Qualifications:

Must have 5+ years hands-on experience in CCaaS solutions like Five9 or Amazon Connect Service Cloud Voice, 3+ years of Salesforce or similar CRM technology experience,, Preferred qualifications include proficiency in Google Workspace, previous outbound dialer experience, knowledge of Salesforce Flowbuilder, software development experience in SaaS environments, and agile software team experience..

Key responsabilities:

Design, deploy, support voice and digital channel systems, manage incidents, work with product managers, monitor and troubleshoot systems, script IVR flows, maintain integrations, provide basic contact center reporting metrics.

Collaborate with Product Managers to meet end-user requirements and actively review variations on telephony platforms.

Job description

Remote in US

We’re proud to offer innovative products that meet the needs and wants of our customers. To help us continue to grow our offerings, we’re in search of a Telecommunications Engineer to maintain and drive development with our cloud contact center solutions. The ideal candidate will have vast knowledge in the Contact Center as a Service (CCaaS) industry, integrating telephony with Salesforce CRM, and a passion for providing great service to our customers. **

Essential Job Functions**

Design, build, and deploy voice and digital channel systems
Support moves, adds, changes on telephony platforms - including queues, user management, toll free numbers, etc.
Manage incoming queue of incidents and requests relating to telephony services
Works with Product Managers to drive end-user requirements
Proactively monitor end to end voice and digital channel systems
Script, test, and deploy IVR flows
Develops and maintains integrations from CCaaS platforms and third party applications
Responsible for enabling the business with basic Contact Center reporting metrics

Education/Experience

Must have 5+ years hands on technical experience across CCaaS solutions such as Five9 (preferred), Amazon Connect & Service Cloud Voice (preferred), NICE, Genesys, Vonage, etc.
3+ years experience with Salesforce or similar CRM technology

Preferred Qualifications

Proficient in Google Workspace (Gmail, Google Sheets/Excel, Slides/Powerpoint)
Experience working with an outbound dialer
Experience with Salesforce Flowbuilder or relevant equivalent
Previous software development experience in a SaaS environment
Proven experience on an Agile software team driving results from inception to delivery
SQL experience
Bonus Certifications: CCaaS Certifications, Certified Salesforce Administrator, Certified Scrum Product Owner (CSPO), Certified Scrum Master (CSM), Project Management Professional (PMP), Lean Six Sigma

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $72 - $81 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.

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