Contact Center Systems Engineer

2 weeks ago


Makati, Philippines Optum Global Solutions Full time

Required Skills and Qualifications:
• Bachelor’s degree or equivalent in an Information Technology related field
• 5+ years’ experience in system administration or development of contact center systems
• Hands-on experience with at least one of the following systems, including the associated technologies:
o Amazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)
o NiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)
o Genesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)
• Understanding of telephony concepts including VoIP, SIP, SIP Clusters, and SBCs
• Strong experience in designing and building call flows and routing concepts within contact center systems
• Experience supporting inbound, outbound, and multi-channel operations
• Proficiency with Microsoft business tools: SharePoint, OneNote, Word, Excel, Visio, Teams
• Ability to work as part of a larger team, adhere to priorities, and provide clear requirements and handover
• Experience working in agile environments, including familiarity with work tracking tools such as Rally
• Strong analytical skills and the ability to evaluate business requests for operational appropriateness
• Highly adaptable and comfortable managing frequent changes in priorities, processes, and project scope

Preferred Skills:
• Experience with more than one contact center platform is ideal (Connect, CXOne, Engage, Cloud CX)
• Data: ETL, MS SQL Server, EventBridge, Snowflake, MongoDB, Amazon Kinesis, Amazon Athena
• Voice: VXML, TTS, ASR, Amazon Polly, Amazon Comprehend
• Programming & Scripting: JavaScript, JSON, Python, GraphQL, SCXML, RESTful principles, system integrations
• Other helpful experience: Splunk, NiCE IEX, Salesforce



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