We are tech transformation specialists, uniting human expertise with AI to
create scalable tech solutions.
With over 7,400 CI&Ters around the world, we’ve built partnerships with more
than 1,000 clients during our 30 years of history. Artificial Intelligence is
our reality.
We are seeking a highly skilled and experienced Cloud Contact Center
Implementation Specialist to design, implement, and manage our modern,
cloud-based contact center solutions. The ideal candidate will have deep,
hands-on experience deploying Contact Center as a Service (CCaaS) platforms and
will be responsible for end-to-end delivery. This includes architecting complex
call flows, integrating AI services, and building custom integrations with
enterprise systems using serverless technologies.
Key Responsibilities
Solution Design & Architecture: Translate business requirements into a robust,
scalable, and resilient cloud contact center architecture.
Platform Implementation: Lead the hands-on configuration, development, and
deployment of the chosen CCaaS platform.
Custom Integrations: Develop serverless functions (e.g., AWS Lambda, Azure
Functions) to build seamless integrations with CRM, ticketing, and other
third-party systems.
Testing and Validation: Create and execute comprehensive test plans to ensure
all contact flows, integrations, and configurations function correctly.
Troubleshooting and Support: Provide expert-level technical support,
troubleshoot complex issues, and optimize system performance throughout the
project lifecycle.
Documentation and Training: Develop and maintain detailed technical
documentation and conduct training sessions for administrators and support
staff.
Qualifications/ Required (Must-Have)
Proven experience as an Implementation Specialist or Solutions Architect with
hands-on experience in deploying and managing cloud contact center platforms
(e.g., Amazon Connect, Dynamics 365 Contact Center, Google CCAI).
Expertise in designing and implementing complex IVR and advanced call routing
logic.
Strong experience developing with serverless technologies (e.g., AWS Lambda,
Azure Functions, Google Cloud Functions) for integrations.
Demonstrated experience integrating conversational AI services (e.g., Amazon
Lex, Dialogflow, Azure AI) into contact center workflows
Solid understanding of cloud infrastructure concepts, APIs, and microservices
architecture.
Excellent problem-solving, analytical, and communication skills.
Ability to work independently and manage multiple priorities in a fast-paced
environment.
Fluent English skills to interact with multicultural team and american client
everyday.
Preferred (Nice-to-Have)
Experience with specific cloud platforms relevant to the organization's existing
technology stack (e.g., strong AWS background for an Amazon Connect role).
Experience with specific CRM platforms (e.g., Salesforce
[https://www.salesforce.com/], Dynamics 365) and their integration points.
Familiarity with contact center analytics and reporting tools (e.g., Amazon
Connect's Contact Lens, native analytics platforms).
Knowledge of contact center operational metrics (AHT, FCR, CSAT).
Experience with deployment automation and CI/CD pipelines.
Relevant professional certifications (e.g., AWS Certified Solutions Architect,
Microsoft Certified: Azure Administrator).
If you like it, just apply and good luck!
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Why join us?
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Competitive Salary
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Generous paid vacation days
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Unlimited sick time
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100% paid health & dental benefits starting day one
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Annual profit-sharing distribution
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Retirement match
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Paid parental leave
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Dedicated career advisor
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And so much more…
Collaboration is our superpower, diversity unites us, and excellence is our
standard.
We value diverse identities and life experiences, fostering a diverse,
inclusive, and safe work environment. We encourage applications from diverse and
underrepresented groups to our job positions.
