PODS

Find a career that MOVES you! PODS revolutionized the moving and storage industry over 25 years ago. Our innovative approach of providing portable storage containers makes moving more efficient, convenient, and less stressful. We’re not only pioneers of the industry, we’re the leader, too!

Our people and service define our company, and we set goals for ourselves and each other to improve tomorrow over yesterday. We understand and appreciate the importance of being trustworthy, authentic, and welcoming as we provide our customers the best moving and storage experience. Join a team that offers you the chance to leave your mark, achieve your goals, and love what you do.

Are you a seasoned technology engineer with a passion for designing and optimizing complex communication platforms? We're seeking a Sr CCaaS/UCaaS Platform Engineer to drive the strategic evolution and operational excellence of our critical communication infrastructure. In this role, you'll be instrumental in architecting, integrating, and continually enhancing our CCaaS (Five9, Verint) and UCaaS platforms, directly impacting user productivity and customer engagement across the enterprise.

This isn't just about support; it's about owning the technical vision for our communication ecosystem and driving its continuous improvement. You'll be a key technical leader within a lean, agile team, focusing on scalable, reliable, and high-performing solutions.

What You'll Be Doing:

• Platform Leadership & Architecture: Lead the administration, configuration, and strategic evolution of our Five9, Verint, and Clearview platforms. You'll ensure these systems are not just operational, but optimally designed for performance, scalability, and security.
• Deep-Dive Troubleshooting & Resolution: Serve as the escalation point for complex technical issues across the Verint ecosystem (QM, WFM), Five9 VCC (including Omnichannel and Agent Assist), and Clearview reporting. You'll diagnose and resolve intricate call flow issues, integration challenges, IVR misroutings, and address latency/connectivity concerns.
• Strategic Integrations: Design, build, and maintain robust REST API integrations, primarily connecting our CCaaS/UCaaS platforms (e.g., Five9, CXOne) with critical business systems like Salesforce CRM, Dynamics 365, and ServiceNow. Your work will ensure seamless data flow and process automation across interconnected systems.
• Performance & Analytics Driving Improvements: Develop and maintain comprehensive operational and KPI reports. You'll analyze data on agent productivity, adherence, and service-level failures to identify root causes and drive continuous improvement initiatives.
• WFM & CX Optimization: Partner closely with Workforce Management to optimize scheduling and queue management, actively monitoring and reacting to real-time call volume fluctuations. You'll leverage data to enhance first call resolution, minimize abandonment rates, and refine IVR experiences, directly impacting CSAT and agent satisfaction.
• Technical Mentorship & Knowledge Sharing: Develop training materials, knowledge articles, and lead sessions to empower agents and internal teams on system updates, new tools, and advanced analytics features.
• Continuous Improvement & Innovation: Proactively identify workflow inefficiencies, propose innovative solutions for call routing, escalation paths, and automation. You'll champion continuous improvement efforts, leveraging data and feedback to refine processes and system capabilities.
• Architectural Stewardship: Apply deep understanding of application, data, infrastructure, and security architecture to design and oversee the implementation of end-to-end cloud-integrated systems. You'll ensure non-functional aspects like performance, scalability, reliability, and availability are at the forefront of every solution.
• Staying Ahead of the Curve: Continuously research and stay informed on emerging CCaaS/UCaaS trends, industry best practices, and new technologies, bringing that knowledge back to evolve our platforms.

What You'll Bring:

• Education: Bachelor's degree in Computer Science, Systems Analysis, or a related technical field.
• Extensive Experience: Minimum of 12+ years of enterprise-level development and architect-level experience in diverse technical environments, demonstrating strong command across multiple programming languages and software packages.
• Deep Platform Expertise: Expert-level proficiency (at least 5 years hands-on) in two or more UCaaS or CCaaS technology areas, with deep working knowledge of:
  • Verint Ecosystem: Verint QM, Verint WFM
  • Five9 Ecosystem: Five9 VCC, Five9 Omnichannel, Five9 Agent Assist
  • Other leading Contact Center and Unified Communication technologies
• API & Integration Mastery: Proven proficiency in architecting and managing RESTful web services, microservices, and web APIs, with significant experience building integrations, especially with CRMs like Salesforce, Dynamics 365, and ServiceNow.
• Architectural Acumen: Demonstrated ability to design, develop, and oversee the implementation of complex, end-to-end IT cloud-integrated systems. This includes a deep understanding of application, data, infrastructure, and security architecture, with a focus on non-functional requirements.
• Ownership Mentality: A track record of truly "owning" platform administration and evolution, moving beyond just support to drive strategic direction and continuous improvement.
• Agile Proficiency: Strong understanding of Agile methodologies and processes, capable of guiding project teams on technical opportunities, impacts, and risks, while considering architectural debt.
• Technical Versatility: Exposure to scripting languages (e.g., JavaScript, SQL) or Salesforce Admin concepts.
• Communication & Collaboration: Exceptional communication skills with the ability to articulate complex technical concepts clearly to both technical and non-technical stakeholders, fostering strong cross-functional partnerships.

This is an opportunity to make a significant impact by shaping the future of our communication infrastructure. If you're a hands-on architect who thrives on solving challenging problems and driving technological innovation, we encourage you to apply.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per PODS policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values.Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that PODS will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.

Revised: AD-TA

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