[Hiring] IT Engineer - Contact Center @United Biosource Corporation

Role Description

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. The role assists in aligning IT contact center initiatives with the overall business goals, driving innovation, and ensuring the efficiency and security of the technology environment.

• 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.

Qualifications

• 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 workforce 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) is a plus.
• 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.

Benefits

• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off)
• Paid Holidays
• Employee assistance programs
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs