Call Routing Engineer

Job Description
BETSOL is recruiting for an Engineer to be part of a team of exceptionally talented engineers
accountable for BETSOL’s dynamic contact center environment consisting of Avaya, Cisco, and Five9
technologies. This individual will provide technology strategy, direction, and support for the contact
center call routing department.
You will make an impact by:
 Designing and supporting complex contact center solutions and call routing that incorporate
technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle
SBCs, and Five9 Contact Center as a Service
 Engineer multi-vendor solutions that are fault resilient with integrations across the multi-
vendor platforms
 Staying current with technology trends to effectively manage product portfolio in support of
business needs
 Collaborating and driving effective partnerships across the enterprise technology functions to
maximize alignment, efficiency, cost optimization and investments, and delivery
Qualifications
Required Qualifications:
 3 - 5+ years' experience designing and implementing complex call routing utilizing AT&T’s
ITPF/Route-it application. Vast knowledge of provisioning TFNs, SIP refer terms, carrier
prompts and protocols.
 Ability to understand complex contact center business requirements (voice, chat, co-browse,
text/SMS, click-to-call, automated outbound dialing) and design solution resulting in resource
efficiency and improve member and agent experience.
 Working knowledge of call routing and flows, IVR, CMS, recording, and overall contact center
functionality
 5+ years designing, implementing, and operating contact center workflows and call flows
 3+ years' experience integrating with FFive9 (preferable) or other public cloud contact center
system
Preferred Qualifications:
 Understanding of AT&T network carrier resporg process and reporting.
 Working knowledge Avaya CM, CMS, Cisco ICM, and CC systems over various types of networks
including work-from-home workers
 Working knowledge of monitoring tools such as AMCD
 Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR, BOTs,
SBCs and SM.