Provide top level engineering and administration of PBX/CCaaS infrastructures Genesys Cloud, Mitel Connect and Contact Center
Engineer and maintain SIP/VoIP infrastructure, Call Routing (IVR, skills based and CRM dip), Contact Center platforms, Call Recording, and Analytics
Automate everything - You’re a fan of using automation to solve problems
Administer SaaS systems for telecom, chat, SIP trunking, and AV conferencing
Experience with Contact Center integrations that include Salesforce CRM, ServiceNow, Tableau, and workforce management solutions
Demonstrate a proven expertise in defining user requirements and building complex, data-driven, call flows based on queries from Salesforce.
Interact with integrators and consultants on best practices and solutions
Provide a strong background in networking and cloud-based services
Accustomed to maintaining documentation libraries, capturing business processes, creating of storyboards and training materials using wiki and G Suite.
Provide upper-level support for escalations to the UC Support queue
BA/BS degree in Engineering or a related technical field, or equivalent practical UC experience.
Minimum 4-6 years of Enterprise UC experience
Comfortable with managing technology solutions for a large scale call center environment that is 4,000 seats and growing
Hands on experience in Genesys Cloud and its capabilities including call flow, queuing/routing, call recording, transcription, conversation flows, voicebots, omni-channel, SMS, callback IVR, outbound campaigns, quality management and compliance, and reporting
Experienced with API and JSON development
Mitel Connect and Contact Center - Administration within Director and GCCS
Have worked in an Agile environment within Jira
Zoom administration and support
Experience with Zoom Rooms
Strong understanding of network, telephony, DNS, and IT concepts and topology
Redundant call routing and disaster recovery
Carrier and VAR management
Working with third party SMS tools (Twilio and SendSonar)
Available to travel periodically post Pandemic
Our ideal Engineer is solutions-oriented with a genuine interest in problem-solving and troubleshooting. They exhibit a proven experience in an end-user facing role with exceptional customer service support and an ability to maintain a professional and appropriate demeanor in all situations. They must be self-motivated and able to grasp technology and concepts quickly with the ability to work on-call rotation for break fix, upgrades and installations. You also must work well in a team environment and be willing to assist other team members when needed.In additional to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
Zillow Group, the largest portfolio of real estate brands on mobile and the web, is building a safe, on-demand real estate experience. Whether selling, buying, renting or financing, customers can turn to Zillow's businesses to find and get into their next home with speed, certainty and ease.
We are on a mission to help people unlock their next chapter and are building transformational tools and services that create an on-demand real estate transaction experience. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help them finish it — and no matter what job you're in, you will play a critical role in making this vision a reality.
At Zillow Group, we're powered by our inclusive work culture, where everyone has the support and resources to do the best work of their careers. Our efforts to streamline the real estate transaction is supported by our passion to empower people and enrich lives around everything home, a deep-rooted culture of innovation, a fundamental commitment to Equity and Belonging, and world-class benefits. But, don't just take our word for it. Read our reviews on Glassdoor and recent recognition from multiple organizations, including: Human Rights Campaign (HRC) Corporate Equity Index, Fortune Best Workplaces for Technology, Fortune Best Workplaces for Millennials, Fortune Best Workplaces for Parents, Fatherly's Best Workplaces for New Dads, JUST Capital 100 Company, and the Bloomberg Gender Equality Index constituent.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.