IT Engineer - Contact Center (Cloud)

UBC is a pharmaceutical support industry leader devoted to empowering health solutions for a better tomorrow. The IT Contact Center Engineer is responsible for the design, implementation, administration, and operational support of UBC's contact center platform and Microsoft Teams Voice Telecommunications Systems, ensuring alignment with business goals and driving innovation.

Responsibilities:

• Design, configure, and support contact center platform including:
• ACD, queues, skills, and routing strategies
• Architect call flows, IVRs, and chatbot integrations
• Voice, callback, voicemail, and outbound dialing capabilities
• Ensure seamless communication across various platforms
• Administer users, roles, permissions, agent profiles, and routing configurations
• Support integrations using APIs, data actions, web services, and CRM connectors
• Configure and support SIP trunks, telephony providers, BYOC / BYOT, and number management
• Monitor platform health, performance, and capacity using platform analytics and monitoring tools
• Respond to and resolve complex incidents impacting customer or agent experience
• Perform root cause analysis and contribute to problem management and service improvement initiatives
• Support Analytics teams with reporting and performance dashboards
• Partner with stakeholders to optimize routing strategies, handle times, and customer experience outcomes
• Assist with workforce engagement insights and operational metrics
• Implement security best practices including role-based access control, audit logging, and secure integrations
• Support regulatory and compliance requirements (e.g., HIPAA, GXP) related to call recording, data retention, and access controls
• Design for resiliency, failover, and disaster recovery within the platform
• Maintain system documentation, call flow diagrams, configurations, and operational runbooks
• Evaluate new platform features and releases; support testing, rollouts, and change management
• Contribute to standardization and automation of configurations where appropriate
• Assist with projects, adhering to timelines, budgets, and quality standards
• Participate in an on-call rotation to support critical contact center operations
• Occasional after‑hours or weekend work during maintenance or major incidents

Requirements:

• Bachelor's degree in information technology or equivalent experience
• 2 - 5 years of experience with Cloud or similar contact center solutions including IVR, call recording, quality assurance, and work force management
• Hands‑on experience with one or more contact center platforms (e.g., Genesys, NICE CXone, Amazon Connect, Cisco, Avaya, Five9)
• Experience with call recording, speech analytics, or workforce management tools
• Experience monitoring, supporting, and troubleshooting SIP, VoIP, and call routing technologies
• Working knowledge of scripting, APIs, or automation (e.g., REST APIs, JSON, PowerShell, Python)
• Familiar with domestic and international PSTN number management. (dial plans, porting, E911, etc.)
• Understanding of network protocols. (TCP/IP, TLS, SIP, QoS, WebRTC, etc.)
• Strong analytical and problem-solving skills
• Ability to communicate effectively with both technical and non-technical stakeholders
• Detail oriented with strong documentation habits