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Job Description
Structured overview of role & requirementsAbout This Role
Design and support complex, multi-vendor contact center call routing solutions involving Cisco, Avaya, Oracle SBCs, and Five9 technologies.
Provide technology strategy and direction for contact center call routing operations focused on fault resilience and integration across platforms.
Collaborate with enterprise technology teams to optimize alignment, efficiency, cost, and delivery of call routing solutions.
Minimum Requirements
3-5+ years of experience designing and implementing complex call routing solutions using AT&T’s ITPF/Route-it application.
Strong knowledge of provisioning TFNs, SIP refer terms, carrier prompts, and protocols.
5+ years in designing, implementing, and operating contact center workflows and call flows, including Avaya CM experience.
3+ years integrating with Five9 or other public cloud contact center systems (Genesys, CloudTalk, RingCentral).
Ideal Candidate Profile
Experienced in handling multi-vendor contact center environments combining Cisco, Avaya, and Five9 systems.
Demonstrates ability to understand and translate complex contact center business requirements into efficient technical solutions.
Skilled in troubleshooting call flows and integrations with IVR, BOTs, SBCs, and carrier systems, with knowledge of network carrier processes like RespOrg.