Principal Service Automation Engineer (Principal Contact Center Engineer)

We are seeking a highly motivated and results-oriented Principal Contact Center Engineer to lead and execute critical initiatives for our Global Contact Center. This role demands a self-starter who possesses extensive experience in designing, maintaining, and enhancing cloud-based Contact Center platforms, particularly Google CCaaS (Formerly known as CCAIP) and Genesys Cloud CX. The ideal candidate will have a strong understanding of Telecom and Contact Center regulations, especially in China and India, and the ability to manage complex projects with minimal supervision.

Responsibilities:

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  Contact Center Platform Expertise:

  
  
  
  

  • Lead the design, implementation, and maintenance of our Global Contact Center on the Google CCaaS platforms and Genesys Cloud CX.

  • Serve as the technical expert, providing guidance and troubleshooting support.

  • Continuously optimize the platform to improve efficiency, scalability, and user experience.

  
  
  
  
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  Google CCAI Development and Enhancement:

  
  
  
  

  • Develop, and maintain CCAI solutions, including Virtual Agent, Agent Assist, and Insights.

  • Excel at prompt engineering, crafting effective prompts for seamless AI-human interactions.

  • Stay abreast of AI advancements to enhance CCAI capabilities and drive innovation.

  
  
  
  

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  CRM Integration

  
  
  
  

  • Lead the integration of Contact Center platforms with CRM systems such as Salesforce and Oracle CRM.

  • Ensure seamless data flow and synchronization between systems.

  
  
  
  

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  Regulatory Compliance:

  
  
  
  

  • Ensure adherence to telecom and contact center regulations in all regions, with particular emphasis on China and India.

  • Stay updated on regulatory changes and proactively implement necessary adjustments to maintain compliance.

  
  
  
  
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  Process Improvement:

  
  
  
  

  • Analyze existing processes and systems, identifying areas for improvement and optimization.

  • Utilize conceptual thinking and interpretation to develop and implement innovative solutions.

  • Conduct thorough investigations to understand root causes of problems and implement preventative measures.

  
  
  
  

Qualifications:

• University degree or equivalent experience and a minimum of 8 years of relevant experience.

• Extensive experience in designing, maintaining, and supporting global Cloud-Based Contact Center platforms.

• Deep knowledge of Google CCAI and expertise in prompt engineering.

• Proven ability to manage large, complex projects with minimal supervision.

• Strong understanding of Telecom and Contact Center regulations, particularly in China and India.

• Excellent problem-solving, analytical, and communication skills.

Preferred Qualifications:

• Experience with Google CCAI, Google CCaaS, and Genesys Cloud CX.

• Cisco CCNA certification.

• Experience with Salesforce and Oracle CRM integration.

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

Cloud Software Group will consider qualified applicants with a criminal history and conduct the recruiting process in accordance with the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers and San Diego Fair Chance Ordinance. For access to the laws see the following links:California FCAandLos Angeles FCO.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749, HR directly via (954) 229-6896 or email at AskHR@cloud.com for assistance.