Telecom Engineer

Remote in US

We’re proud to offer innovative products that meet the needs and wants of our customers. To help us continue to grow our offerings, we’re in search of a Telecommunications Engineer to maintain and drive development with our cloud contact center solutions. The ideal candidate will have vast knowledge in the Contact Center as a Service (CCaaS) industry, integrating telephony with Salesforce CRM, and a passion for providing great service to our customers. **

Essential Job Functions**

• Design, build, and deploy voice and digital channel systems
• Support moves, adds, changes on telephony platforms - including queues, user management, toll free numbers, etc.
• Manage incoming queue of incidents and requests relating to telephony services
• Works with Product Managers to drive end-user requirements
• Proactively monitor end to end voice and digital channel systems
• Script, test, and deploy IVR flows
• Develops and maintains integrations from CCaaS platforms and third party applications
• Responsible for enabling the business with basic Contact Center reporting metrics

Education/Experience

• Must have 5+ years hands on technical experience across CCaaS solutions such as Five9 (preferred), Amazon Connect & Service Cloud Voice (preferred), NICE, Genesys, Vonage, etc.
• 3+ years experience with Salesforce or similar CRM technology

Preferred Qualifications

• Proficient in Google Workspace (Gmail, Google Sheets/Excel, Slides/Powerpoint)
• Experience working with an outbound dialer
• Experience with Salesforce Flowbuilder or relevant equivalent
• Previous software development experience in a SaaS environment
• Proven experience on an Agile software team driving results from inception to delivery
• SQL experience
• Bonus Certifications: CCaaS Certifications, Certified Salesforce Administrator, Certified Scrum Product Owner (CSPO), Certified Scrum Master (CSM), Project Management Professional (PMP), Lean Six Sigma

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $72 - $81 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.