Deskripsi Pekerjaan
Join Nezda Technologies as a Contact Center Telephony & Virtual Agent Engineer and spearhead the future of customer communication infrastructure. In this pivotal role, you'll architect, implement, and optimize cutting-edge telephony systems and AI-driven virtual agent platforms that transform customer experiences. You'll work at the intersection of telephony engineering and artificial intelligence, designing scalable solutions that enhance operational efficiency while reducing costs for enterprise clients.
Your expertise will directly impact how millions of customers interact with businesses through seamless voice and digital channels. We're seeking an innovator passionate about leveraging VoIP, SIP, and conversational AI to create next-generation contact center ecosystems. At Nezda Technologies, you'll collaborate with cross-functional teams to solve complex technical challenges and deploy solutions that set new industry standards.
Tanggung Jawab
- Design, implement, and maintain contact center telephony infrastructure including VoIP, SIP, and PBX systems
- Develop and deploy AI-powered virtual agents using NLP and machine learning technologies
- Integrate telephony platforms with CRM systems and customer journey orchestration tools
- Monitor system performance, troubleshoot complex telephony issues, and ensure high availability
- Automate customer interaction workflows through intelligent routing and self-service solutions
- Document system architecture, create technical specifications, and conduct knowledge transfer sessions
Kualifikasi
- Bachelor's degree in Computer Science, Telecommunications, or related technical field
- 3+ years of experience in contact center telephony systems (Avaya, Genesys, or Cisco UCCE)
- Proficiency in virtual agent development platforms (Google Dialogflow, Amazon Lex, or Rasa)
- Strong knowledge of VoIP protocols, SIP signaling, and telephony APIs
- Experience with cloud telephony solutions (AWS Chime, Twilio, or Vonage API)
- Scripting skills in Python, Java, or JavaScript for system integration
- Certification in telephony technologies (CCNP, CCIE, or equivalent) preferred