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Platform Engineer II (100% Remote)

  • Remote
    • Any, California, United States
    • Any, Ontario, Canada
    • Any, Buenos Aires, Argentina
    • Any, Chuquisaca, Bolivia, Plurinational State of
    • Any, Rio de Janeiro, Brazil
    • Any, Región Metropolitana de Santiago, Chile
    • Any, Distrito Capital de Bogotá, Colombia
    • San Jose, San José, Costa Rica
    • Santo Domingo, Ozama, Dominican Republic
    • Any, Pichincha, Ecuador
    • San Salvador, San Salvador, El Salvador
    • Guatemala City, Guatemala, Guatemala
    • Tegucigalpa, Francisco Morazán, Honduras
    • Any, Ciudad de México, Mexico
    • Managua, Managua, Nicaragua
    • Any, Panamá, Panama
    • Any, Asunción, Paraguay
    • Any, Lima, Peru
    • Any, Montevideo, Uruguay
    • Any, Distrito Capital, Venezuela, Bolivarian Republic of
    +19 more
  • Cloud Primero Client

Job description

About AllShore Talent
AllShore Talent is a leading remote staffing company, offering top-tier professionals working 100% remote to businesses worldwide. Specializing in IT and software development, design, administrative support, digital marketing, and more. AllShore connects organizations with skilled talent to meet diverse business needs.

About The Client

The Client is a trusted CRM and Contact Center consulting firm dedicated to helping businesses optimize their customer interactions. With a focus on strategic integration of people, process, and technology, The Client works closely with organizations to improve marketing, sales, and service operations. Committed to delivering measurable results, it enhances efficiency, reduces operational costs, and elevates the customer experience through tailored, value-driven solutions.

About The Role
We seek an exceptional individual to join our Contact Center as a Service (CCaaS) delivery team, focusing on CCaaS implementations and managed services. As a CCaaS Platform Engineer II, you will manage and support both new and existing cloud contact center environments for our clients. This role requires a combination of deep technical expertise, strong interpersonal skills, and business acumen. You will work with leading virtual contact center software platforms, including NICE, Zoom, AWS Connect, and Five9. The ideal candidate is professional, highly motivated, resourceful, and thrives in a fast-paced, dynamic, collaborative organization.

Job requirements

RESPONSIBILITIES

  • Manage and develop client relationships by continuously seeking opportunities to enhance customer satisfaction and strengthen customer connections by addressing their business problems and effectively interacting at all levels of their organization.

  • Architect, build and deploy virtual contact center solutions.

  • Manage day-to-day service requests and implementation tasks for platform setups and customer service inquiries.

  • Proactively resolve issues encountered by customers with their call center software solutions.

  • Develop training and support materials tailored to meet specific customer requirements.

 

QUALIFICATIONS

Minimum Requirements

  • Two years of experience in a technical customer service environment; or administrative certification in CXone, Zoom, Five9, AWS Connect training, or similar CCaaS platform; or a recognized IT certification such as CCNA, A+, Azure Fundamentals, AWS Cloud Practitioner, etc.; or an associate degree in computer science or related discipline such as networking or cloud technologies or IT management.

  • Strong oral, written, and interpersonal communication skills.

  • Ability to work effectively and efficiently in a fast-paced, high-volume support environment. - Working knowledge of PCs and their operating systems, primarily Windows. - Must be an entrepreneurial self-starter with excellent time management skills, capable of managing multiple client implementations simultaneously.

Preferred Qualifications

  • A four-year college degree or four years of experience supporting and implementing CCaaS platforms.

  • Two or more years experience in an account management or account relationship role.

  • Experience breaking down business goals into technical tasks and deliverables.

  • Proven ability to communicate business goals and technical outcomes clearly and calmly with clients through voice, written, and video communications, utilizing effective customer service techniques, especially with clients who may be stressed.

  • A history of simplifying and conveying complex technical issues in direct, non-technical language.

  • Intermediate knowledge of call center-related concepts and technologies (PBX, ACD, CTI, IVR, and others).

  • Administrative certification or demonstrated application of advanced knowledge designing, implementing, and administrating one of the following call center solutions: CXone, Five9, Zoom, AWS Connect, LiveOps, Genesys, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom

  • Intermediate or Advanced knowledge of and troubleshooting experience with the following: REST-based API integrations, supporting cloud-based communications platforms including relevant networking, browser application stack, computer/peripheral equipment

  • Ability to determine issues/causes of technical problems and to effectively troubleshoot these issues.

  • Spanish/English bilingual capabilities.

 

WORK ENVIRONMENT

  • Remote office environment with hours from 8:00am to 5:00pm CT Monday through Friday or as customer needs require

  • Willingness to travel up to 25%

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