Contact Center Engineer / Forward Deployed Engineer

As a Contact Center Engineer at Salient, your main responsibilities include building and maintaining the communication infrastructure between our AI platform and various contact center systems. You'll ensure effective integration of solutions like Genesys, Cisco, and Twilio, as well as troubleshoot voice quality and network issues. You will also be involved in API integration and ensure compliance with telecommunications regulations. This role ultimately helps deliver cutting-edge customer service solutions at scale.

To qualify for the Contact Center Engineer role at Salient, candidates should possess at least 3 years of experience with SIP protocols and VoIP technologies. A solid understanding of contact center platforms is essential, along with experience in WebRTC, API integration, and REST services. Familiarity with telecommunications compliance, strong debugging skills, and proficiency in Python or similar programming languages are also key components of the role.

Experience with telecommunications compliance is crucial for the Contact Center Engineer role at Salient. Understanding regulations such as TCPA and the TRACED Act will help you navigate the complexities of the industry and ensure that our communications solutions remain reliable and compliant. This knowledge will be vital as you work to integrate various contact center solutions and automate loan servicing communications.

As a Contact Center Engineer at Salient, you will work with a variety of tools and technologies including SIP protocol, VoIP technologies, and popular contact center platforms such as Genesys, Cisco, and Twilio. You'll also engage with WebRTC for real-time communications and utilize cloud telephony services. Additionally, API integration and familiarity with programming languages like Python will be part of your daily tools.

At Salient, we are committed to fostering professional growth for our Contact Center Engineers. As a rapidly growing company in the auto lending technology sphere, we provide our engineers with learning opportunities, hands-on projects, and a collaborative environment to develop their skills. Engaging with cross-disciplinary teams and confronting real-world challenges further enhances both personal and professional growth.

SIP, or Session Initiation Protocol, is a signaling protocol used for initiating, maintaining, and terminating real-time communication sessions. As a Contact Center Engineer, understanding SIP is essential because it facilitates voice communication over the internet, particularly in VoIP systems. A solid grasp of SIP will allow you to troubleshoot issues and ensure seamless integration with contact center solutions.

When troubleshooting voice quality issues, start by checking the network's latency, jitter, and packet loss. Tools like VoIP monitoring software can help analyze call quality. Additionally, ensure that your SIP settings and codecs are optimized for voice traffic. Documenting and communicating these issues is crucial to maintain high-quality customer service.

In my previous roles, I've extensively worked with API integration to connect various contact center solutions with our platforms. This involved mapping data requirements, testing API calls, and ensuring that the integration was seamless and efficient. Understanding RESTful services has helped me facilitate smooth communication between systems and enhance functionalities.

Staying updated on compliance requires consistent research and engagement with industry publications, legal sources, and professional networks. I regularly attend webinars and workshops focusing on telecommunications compliance, ensuring that I understand the latest regulations and best practices that impact my role as a Contact Center Engineer.

My experience with contact center platforms includes hands-on integration and support for both Genesys and Twilio. I have managed configurations, customized workflows, and resolved technical issues within these environments. Ensuring that our systems effectively meet user requirements is a key part of my skill set.

To ensure a smooth integration, I would begin with a thorough understanding of both systems, including any specific nuances of the contact center solution. Developing a strong project plan that includes extensive testing phases will help mitigate risks. Regular communication with stakeholders and setting clear timelines for each integration phase is also essential.

When juggling multiple integration projects, I prioritize tasks based on project deadlines, potential impact on customer service, and complexity. Utilizing project management tools to track progress and communicate with my team allows for better organization and accountability throughout the integration process.

Effective debugging techniques include systematic isolation of variables, using tools to analyze packet flow, and performing end-to-end testing. Tracing calls and documenting each step helps in identifying the root cause. Collaboration with network engineers can also provide additional insights that speed up resolution.

In the event of outages due to a new integration, my immediate response would involve assessing the system logs and troubleshooting the specific areas related to the integration. Communicating quickly with team members to diagnose the issue is crucial, as is implementing a rollback or temporary solution while we work on fixing the underlying problem.

Documentation plays a vital role in my work as a Contact Center Engineer. It not only helps in maintaining clarity about system architecture and integration processes but also serves as a reference for troubleshooting and compliance measures. Good documentation fosters collaboration within teams, ensuring everyone is on the same page regarding procedures and technical specifications.