CX Technology Engineer

Enterprise Holdings•Clayton, MO

1d•$81,100•Hybrid

About The Position

The CX Technology Engineer is responsible for designing, developing, implementing, and maintaining cloud-based contact center communication systems and data infrastructure. This role supports the operational integrity and continuous improvement of hosted customer experience platforms. We offer a robust Benefits Package including, but not limited to: Paid Time Off Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours) Employee discounts on car rentals, car purchases and much more! 401(k) retirement plan with company match and profit sharing Educational Assistance (full time - 40+ hours only) This role offers a hybrid work environment requiring at least 3 days in the office, which will be based out of our offices in Weldon Springs, Maryland Heights and Corporate Campus (Clayton) locations. This opportunity has a schedule of Monday - Friday with a start time from 7:00-8:00am CST with flexibility needed based on business needs. The starting pay for this role is $81,100. Compensation decisions will be made based on factors that include but are not limited to experience, education, location, and skill level. Enterprise Mobility’s Support Services teams are responsible for Global Call Center Operations, Replacement Rental Services Support, Information Management, Customer Service Metric Programs, North American Roadside Assistance, Sales Support, Small Business Programs and Technical Support Helpdesks. This team consists of over 4,000 customer service professionals, support staff and management around the globe in 15 different countries with 70+ million customer contacts handled annually.

Requirements

Must live in the state of Missouri and be willing and able to travel to the St. Louis offices weekly as needed
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Must be at least 18 years old
2+ yrs Experience designing, implementing, and maintaining cloud based contact center technology
3+ yrs Experience with voice engineering and contact center solutions such as Amazon Connect, Genesys, CCaaS or similar
Must have access to a cell phone to validate security information authentication
Must have reliable and consistent high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless)
Minimum upload speed of 10 mbps and minimum download speed of 100 mbps
Use of wireless, hotspot or WiFi “air cards” are NOT ALLOWED

Nice To Haves

IVR/IVA/AI/Natural Language recognition experience preferred
Experience with AWS CDK, Node.js, TypeScript, Eventbridge, Lambda, Cloudwatch ,and DynamoDB preferred
AWS Vendor Certification preferred
Bachelor's Degree preferred

Responsibilities

Collaborate with stakeholders to gather requirements and perform the installation, testing, modification/repair and maintenance of cloud communication software; determine schedules, monitor progress and track completion
Develop infrastructure as code using AWS CDK in Node.js/TypeScript
Integrate and orchestrate services using EventBridge, Lambda, RDS, and DynamoDB
Build and optimize IVR, ACD, call routing, and voice bot solutions to enhance customer experience.
Monitor and maintain the performance and privacy/security of communication networks
Collaborate with cross functional team (CX, product, and operations) to ensure platform stability and efficiency
Troubleshoot problems, determine appropriate resolution path and serve as technical consultant to identify needs; determine and recommend preferred solution to stakeholders and provide cost estimate
Monitor vendor performance and recommend changes in system design or support as appropriate
Ensure processes and procedures are in place to support the deployment of new technology and services; initiate knowledge transfer to the team
Develop and maintain technical design specifications and support documentation