Telecommunications Engineer

Responsibilities:

• Document detailed business and technical requirements for CCaaS (Cisco and Five9 Experience) call flow changes.
• Create call flow diagrams and technical specifications.
• Coordinate with our CCaaS provider for implementation.
• Test and validate implemented call flow changes.
• Troubleshoot implementation issues.

Required Skills:

• Experience documenting technical requirements, especially for call flows.
• Understanding of CCaaS platforms.
• Strong knowledge of SIP.
• Experience with call flow design.
• Excellent communication and coordination skills.
• Strong analytical and problem-solving skills.

Experience:

• 5-10 years in telecommunications.
• Significant experience with cloud-based contact center platforms.

Preferred Skills:

• Experience with specific CCaaS platforms.
• Familiarity with Cisco UCCE, WebEx Calling, or QM/WFO tools.
• Knowledge of legacy PBX and network protocols.