Job Description

As a team, we are the direct link to the voice of our customers.  When our customers need help they are usually in the midst of managing a small business and they don’t want to wait for answers. Simply put, they want to speak to a human. In an ideal world, we know exactly who our customers are and what they need the moment they contact us.  Using information from previous interactions and current product usage, we’re able to quickly direct them to the information they need to rapidly resolve issues or realize opportunities.

Our voice capabilities take advantage of a global presence, ensuring local 24x7 voice support across time zones. The reliability and quality of services are driven by the scalability and efficiency of our platforms and partners.  This relies on the interaction of multiple Square systems in a constant feedback loop where the voice platform provides real-time data to the business that can be consumed in future interactions.  On this team, you will work on state-of-the-art technologies to ensure both internal and external customers have the best possible experience with Square. 

You Will:

• Build and maintain a voice focused contact center omni channel platform for Square to have productive and personalized interactions with our customers.

• Lead medium sized solutions architecture and development of phone and voice solutions for platforms and teams across the enterprise.

• Provide technical leadership on different CCaaS voice platforms

• Participate in an on-call rotation for any issues related to production support.

• Help build state of the art omni channel contact center solutions that provide best in class customer and advocate experience.

Qualifications

You Have:

• 4+ years of experience  in Contact Center Technologies implementations and solutions.

• Experience in developing Amazon Connect contact flows, AWS Lambda , DynamoDB, Lex Bots, API Gateway, AWS Pinpoint and Amazon Connect Streams for CCP Customizations.

• Strong debugging, troubleshooting, and problem solving skills required.

• Must have experience in designing and implementing call routing using routing profiles, queues, call backs, emergency messages, hours of operations, holiday routing with dynamic messaging

• Must have strong programming skills in node.js, python, or ruby. Experience in AWS Lambda is highly preferred. 

• Experience with AWS serverless architecture and services such as Contact Lens, AWS Pinpoint, S3, IAM, Lambda, Kinesis Data and Video Streams, KMS, Secret Manager preferred.

• Experience with Github / bitbucket for source / version control. Experience with CI / CD pipelines using Terraform and Cloud Formation.

• Deep understanding of Contact Center Architecture / Reporting / WFM Integration / IVR / Speech Recognition / Agent Phone Panel (amazon connect streams)

• Working knowledge of popular communications protocols and APIs such as WebRTC and SIP

• SQL query writing and data analysis.

• Proficiency in  Salesforce amazon connect CTI Adapter integration.

Even Better:

• An advanced degree in computer science, engineering or mathematics.

• Experience designing applications with responsibility for infrastructure robustness, including networking, communications, and storage.

• Knowledge in application, server, or network security

• AWS Solution Architecture certifications

• Knowledge of Information and Data security (PCI / PII / GDPR / DNCL / e911 / e164)

Technologies We Use:

• Amazon Connect, AWS Lambda, AWS DynamoDB, AWS API Gateway, AWS Lex (Voice / Chat Bots), AWS S3, Amazon Connect Streams, AWS Pinpoint, Kinesis Video and Data streams.

• Ruby, NodeJS / Python (Lambda) / Javascript / Typescript

• Terraform / Cloud formation

• Github

• Snowflake

• WebRTC