Voice Engineer

hace 1 semana


Xico, México Thomson Reuters A tiempo completo

**About Thomson Reuters**:

We're a world-class company expanding our global Operations Centers footprint by establishing a new Operations Center in Mexico City to serve the Americas. We're hiring Engineers with various experience levels for our Operations Center in Mexico City, and we're looking for a talented Jr. Voice Engineer to join our team.

**Key Responsibilities**:

  • Provide expertise in Contact Center technology solutions, including VOIP, IVR, ACD, multi-channel contact routing, voice bots, chat bots, workforce management, quality assurance, and integrations to third-party systems.
  • Develop contact center solutions to meet business requirements while maintaining security, availability, reliability, and observability.
  • Produce, deliver, and maintain documentation for systems in accordance with document control standards and procedures.
  • Identify risks & issues and take ownership to deliver appropriate resolutions.
  • Provide technical expertise for root cause analysis and problem management.
  • Improve change management processes and procedures to ensure efficient processing of change within appropriate service risk constraints.

**Requirements**:

  • 2+ years of experience working in the same or similar role.
  • Bachelor's Degree in Systems Engineering or similar.
  • Knowledge & Skills:
    • Experienced professional with in-depth knowledge of contact center operations, including ACD, IVR, omni-channel routing, queues, skills, call recording, and reporting.
    • In-depth knowledge of Genesys Cloud, including architecting call, messaging, and bot flows.
    • Knowledge in Data Tables and Data Actions.
    • Knowledge in Embedded Clients.
    • Experience with integrations.
    • Outbound Campaigns.
    • Telephony Management.
    • Great English communication.
    • Live in Mexico.
    • Experience in implementing and using API and web service-based integrations.

**What We Offer**:

  • Comprehensive benefit plans, including flexible and supportive benefits for work-life balance.
  • Hybrid work model with flexible working hours.
  • Opportunities for growth and development through LinkedIn Learning and internal Talent Marketplace.
  • Employee-driven Business Resource Groups and two paid volunteer days annually.
  • Environmental, Social, and Governance (ESG) initiatives for local and global impact.

**Join Our Team**:

At Thomson Reuters, we help our customers pursue justice, truth, and transparency. We're a team of professionals and institutions working together to uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.


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