CX Technology Engineer Senior

Job Description

Requirements
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### Must have:

### - We require that you live in Missouri, ideally in the St. Louis area, or be willing to relocate within 12 months. - You must be authorized to work in the United States without current or future sponsorship needs. - We require an industry-recognized engineering certification, such as CCNP or an AWS Certified Cloud Practitioner/Professional credential. - You should bring 3+ years of experience designing, implementing, and supporting telecommunications systems. - You should have 3+ years of experience with local and long-distance carriers, contact center telephony, IVR, VoIP/CTI, disaster recovery planning, and telephony hardware. - You should have 2+ years of experience working as a CX Technology Engineer. - You should have 2+ years of experience using CI/CD pipelines and programming languages such as TypeScript, Python, Node.js, or SQL to support cloud telecommunication systems. - Preferred experience includes IVR, intelligent virtual agents, AI, and natural language recognition. - Hands-on experience with Amazon Connect configuration and administration is strongly preferred. - Proficiency with AWS services such as Lambda, S3, DynamoDB, CloudWatch, and Lex is preferred. - Exposure to testing tools and methodologies for cloud-based contact centers is an advantage. - Knowledge of global call routing regulations is beneficial.

Responsibilities:
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- We partner with stakeholders to gather requirements and carry out installation, testing, changes, repairs, and ongoing maintenance of cloud communication software. - We monitor and support the performance, privacy, and security of communication networks. - We collaborate with our team to understand contact center operations and the technologies that support them. - We troubleshoot issues, recommend practical solutions, and prepare cost estimates for stakeholders. - We act as a technical escalation resource, working with vendors to resolve problems and improve systems. - We team up with internal partners to capture requirements, deliver senior-level support, and deploy solutions aligned to customer needs. - We establish and maintain processes for introducing new technologies, following industry best practices and emerging trends. - We develop and maintain technical design documentation, business continuity and disaster recovery plans, and support materials. - We analyze system usage, create automation opportunities, and identify ways to reduce costs. - We provide guidance and support to junior team members, helping with problem-solving and professional development.
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Company:
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We are PTR Global, a leading provider of information technology and workforce solutions with more than 5,000 professionals serving clients across the United States and Canada. This is a full-time, in-person Senior CX Technology Engineer role based in St. Louis, Missouri, with a hybrid schedule available after 90 days. We offer a competitive salary range of $80K to $110K, depending on experience, along with benefits for full-time consultants including medical, dental, vision, 401(k) contributions, PTO, sick leave, and other applicable leave benefits. We also place a strong emphasis on privacy and security throughout our hiring process and will never ask applicants to pay fees or share sensitive financial information during application or selection.
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