Contact Center Solutions Specialist

Requirements 1.5 to 2+ years hands-on with any production contact-center or VoIP platform (Genesys, Avaya, Asterisk, FreeSWITCH, 3CX, Twilio, VICIdial, Five9, Cisco, Webitel or similar). Has built or modified IVR/call-routing logic with variables and conditions; comfortable reading JSON. Has configured queues, agents/skills and at least one dialing mode in production, and can explain retry logic and core campaign metrics (answer rate, abandonment, contact rate). Working SIP basics for diagnosis: can describe a call setup and interpret common 4xx/5xx responses in a trunk context. REST API basics: can build and test a request, read the response, and follow a failing integration across systems. Careful change discipline: tests first, documents changes, no undocumented edits in production. Clear written English for documentation and evidence-based escalations. Willingness to be trained on Webitel and to work within a defined scope under the hiring manager's technical direction.