Unified Communications Engineer

About the team

The Zillow Unified Communications Team builds and maintains all of Zillow Groupscorporate voice infrastructure and video conferencing. We are instrumental in engineering creative telecommunications and AV collaboration solutions for our many call centers and general office staff. We enable the people and technology that keeps collaboration and communications flowing.Our ideal Engineer is detail oriented, possesses strong written and verbal communication skills and has a track record of supporting UC technologies in a large scale enterprise environment. Leveraging automation to build self-service tools for customers is a must. The ability to interact with not only peers but also senior management and customers at a global scale is required.Our candidate will have the knowledge and expertise to support these solutions for all of Zillow Group throughout our offices in the US and Canada.

About the role

  • 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 

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

Who you are

  • 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.

Get to know us

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.

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