The N.C. Department of Information Technology is seeking a Voice and Contact Center Senior Engineer to enhance communication technologies for state agencies. This hybrid position involves designing and delivering cloud-hosted contact center solutions, with a focus on improving citizen experiences in North Carolina
Job Summary
Partner with customer-facing contact center teams to develop and implement technical solutions, and develop and deploy technical standards across agency call center locations.
Identify and advocate for new technologies that solve agency business challenges and identify opportunities to use existing technologies to improve customer and agent experiences.
Design and document technical solutions, including architecture, engineering, and operational plans, and ensure adequate system capacity for projected business growth.
Matching Summary
Match Score: 85
The N.C. Department of Information Technology is seeking a Voice and Contact Center Senior Engineer to enhance communication technologies for state agencies. This hybrid position involves designing and delivering cloud-hosted contact center solutions, with a focus on improving citizen experiences in North Carolina.
Salary
$91,600-$160,299; Not specified; Not specified
Skills & Requirements
Must-have
Cloud-hosted contact center solutions
Technical solution design and documentation
Enterprise VoIP environments
SIP trunking and dial plan management
NICE CXOne Product Suite
Nice-to-have
Strategic thinking and hands-on engineering
Improving customer and agent experiences
Vendor contract management
Forward-thinking technology advocacy
Key Requirements
Bachelor's degree in Computer Science or IT related field and 3 years experience
Associate degree in Computer Science or IT related field and 4 years experience