Contact Center Design/Architecture Engineer (CCaaS)

Covetrus is a global animal-health, technology and services company dedicated to empowering veterinary practice partners to drive improved patient health and financial outcomes. With more than 5,000 employees and more than 100,000 global customers, our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. In the USA, we bring together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best.

SUMMARY:   

The Contact Center Design/Architecture Engineer (CCaaS) will design, implement and optimize cutting-edge contact center solutions. The ideal candidate will have in-depth expertise in Contact Center as a Service platforms, telephony infrastructure, and integration with enterprise systems. The candidate will also need to coordinate with the business needs to ensure solutions will satisfy their strategic requirements and deliverables. You will play a key role in ensuring our contact center solutions align with business needs, are scalable, and deliver exceptional customer experiences. 

DUTIES AND RESPONSIBILITIES: 

Architecture & Design: 

• Develop and design scalable CCaaS solutions tailored to business requirements, focusing on customer experience, operational efficiency, and innovation. 

• Architect integrations between CCaaS platform (ie.  Five9, Teams Voice) and enterprise systems (ie., CRM, ERP, WFM) with 600+ remote contact center representatives.

• Lead discovery sessions with stakeholders to identify needs and translate them into technical requirements. 

Implementation & Deployment: 

• Oversee the deployment, configuration, and customization of CCaaS solutions. 

• Collaborate with cross-functional teams to ensure seamless implementation and system integration. 

• Manage migration projects from on-premises contact center systems to CCaaS platforms. 

Engineering & Optimization: 

• Develop custom workflows, routing logic, and automation using APIs, scripting, or platform-specific tools. 

• Optimize system performance, scalability, and availability, ensuring adherence to SLAs. 

• Continuously evaluate and improve existing CCaaS configurations to enhance user and customer experience. 

Support & Troubleshooting: 

• Act as a technical escalation point for complex CCaaS issues. 

• Provide support and training to internal teams on CCaaS functionality and best practices. 

• Prepare and implement a catastrophic event mitigation plan, and ensure adoption across all business units 

Collaboration & Documentation: 

• Partner with CCaaS administrator, business leaders, product managers, and IT teams to align solutions with organizational goals, and drive innovation and knowledge  

• Create and maintain detailed architecture diagrams, technical documentation, and training materials. 

• Builds strong partnerships with vendors, ensuring smooth transitions with on-boarding and off-boarding, by performing evaluations on a regular cadence 

• Communicate with the technical account manager and account manager on a regular basis to emphasize our developing business requirements 

Other Duties 

• Provide ad hoc assistance in conducting annual audits (ie. PCI)  

• Performs other duties as assigned.