Software International (SI) supplies technical talent to a variety of Fortune (phone hidden) and many other midsized and startup organizations across Canada and the US.We will be working with a US consulting firm on a variety of Contact Center Engineer/IVR/Routing Engineer type roles. These will be fully remote, supporting a variety of US based clients.Role : Contact Center EngineersLocation: Greater Toronto Area, CanadaType: Remote (Must be able to work EST)Salary/Rate : $80-100/hr C2CJob Details- Design and implement voice, chat and other contact center solutions- Migrate solutions from on-prem contact center to cloud-hosted contact center as a service provider in a PCI-compliant setting- Plan, document, and support the configuration of contact center supporting solutions- Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions- Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems- Some understanding of networking principles in contact center domain- Act as the Lead Engineer, leading discovery sessions, developing solutions based on client requirements,



and creating low-level designs based on best practices- Design and implement VDI agent architecture enabling and supporting the capabilities above- Develop solution considering customer and agent experience and agent productivity.- Identify voice and chat flows that can be automated before passing the call to agents to improve overall containment.Mandatory Skills- 5 years experience as in combination of either Nice InContact, Cisco Cloud-based Contact Center or Genesys Contact Center (Genesys Cloud or Genesys Engage) Engineer roles required - 8+ years desired in designing, building, and managing high volume contact center platforms- Experience in moving from an on-prem contact center to a cloud-based contact center- Experience with at least 2 CTI integrations with commercially available CRM systems- Experience in passing context from IVR and chat to the agent as part of designing omnichannel contact center platform- Strong understanding in ways to delegate PCI to other cloud-hosted providers- Experience desired in designing and building chatbot and/or voicebot leveraging AWS Lex, Google Dialog Flow or any other commercially available bot platform

📌 Contact Center Engineer - $80 - $100 An Hour - Remote (Mississauga)
🏢 Software International (SI)
📍 Mississauga