IT Engineer - Contact Center (Cloud)
As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC, we provide services to enhance the entire drug development process and commercialization lifecycle - from clinical trial support to real-world evidence generation. Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values of Respect, Accountability, Innovation, Quality, Integrity, and Collaboration. We believe in an inclusive workplace that fosters creativity.
If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!
Job Title: IIE01H - IT Engineer - Contact Center
Brief Description
The IT Contact Center Engineer is responsible for the design, implementation, administration, and operational support of UBCs contact center platform and Microsoft Teams Voice Telecommunications Systems. The role assists in aligning IT contact center initiatives with the overall business goals, driving innovation, and ensuring the efficiency and security of the technology environment.
Specific Job Duties
- Design, configure, and support contact center platform including:
- ACD, queues, skills, and routing strategies
- Architect call flows, IVRs, and chatbot integrations
- Voice, callback, voicemail, and outbound dialing capabilities
- Ensure seamless communication across various platforms
- Administer users, roles, permissions, agent profiles, and routing configurations.
- Support integrations using APIs, data actions, web services, and CRM connectors.
- Configure and support SIP trunks, telephony providers, BYOC / BYOT, and number management.
- Monitor platform health, performance, and capacity using platform analytics and monitoring tools.
- Respond to and resolve complex incidents impacting customer or agent experience.
- Perform root cause analysis and contribute to problem management and service improvement initiatives.
- Support Analytics teams with reporting and performance dashboards.
- Partner with stakeholders to optimize routing strategies, handle times, and customer experience outcomes.
- Assist with workforce engagement insights and operational metrics.
- Implement security best practices including role-based access control, audit logging, and secure integrations.
- Support regulatory and compliance requirements (e.g., HIPAA, GXP) related to call recording, data retention, and access controls.
- Design for resiliency, failover, and disaster recovery within the platform.
- Maintain system documentation, call flow diagrams, configurations, and operational runbooks.
- Evaluate new platform features and releases; support testing, rollouts, and change management.
- Contribute to standardization and automation of configurations where appropriate.
- Assist with projects, adhering to timelines, budgets, and quality standards.
- Participate in an on-call rotation to support critical contact center operations.
- Occasional after‑hours or weekend work during maintenance or major incidents.
Desired Skills and Qualifications
- Bachelor’s degree in information technology or equivalent experience.
- 2 - 5 years of experience with Cloud or similar contact center solutions including IVR, call recording, quality assurance, and work force management.
- Hands‑on experience with one or more contact center platforms (e.g., Genesys, NICE CXone, Amazon Connect, Cisco, Avaya, Five9).
- Experience with call recording, speech analytics, or workforce management tools.
- Experience monitoring, supporting, and troubleshooting SIP, VoIP, and call routing technologies.
- Working knowledge of scripting, APIs, or automation (e.g., REST APIs, JSON, PowerShell, Python) is a plus.
- Familiar with domestic and international PSTN number management. (dial plans, porting, E911, etc.)
- Understanding of network protocols. (TCP/IP, TLS, SIP, QoS, WebRTC, etc.)
- Strong analytical and problem-solving skills
- Ability to communicate effectively with both technical and non-technical stakeholders
- Detail oriented with strong documentation habits
Benefits
At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. Here are some of the exciting perks UBC offers:
- Competitive salaries
- Growth opportunities for promotion
- 401K with company match*
- Tuition reimbursement
- Flexible work environment
- Discretionary PTO (Paid Time Off)
- Paid Holidays
- Employee assistance programs
- Medical, Dental, and vision coverage
- HSA/FSA
- Telemedicine (Virtual doctor appointments)
- Wellness program
- Adoption assistance
- Short term disability
- Long term disability
- Life insurance
- Discount programs
UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable, and inclusive culture that fosters respect for each other, our clients, and our patients.