Sr. Contact Center Engineer at Pacific Life in Newport Beach, California

Job Description:

Job Description:

Sr. Contact Center Engineer

Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We're actively seeking a talented Sr. Contact Center Engineer. This role sits on the Unified Communications team within the Corporate Information Technology division and welcomes those who wish to work onsite full time, in a hybrid setting, or even full time remote.

As a Sr. Contact Center Engineer, you'll play a key role in Pacific Life's growth and long-term success. You will bring an extensive background in support of cloud contact center environments and emerging technologies such as IVR, Speech Recognition, Voice Biometrics, OMNI Channel, and CRM integrations. Pacific Life's Enterprise Amazon AWS Contact Center/IVR applications are a cloud-based solution. This position will provide advanced technical and operational support around all aspects of the Contact Center environment. Daily responsibilities include customer journey mapping, interaction, design, documentation, coding, report analysis, implementation and troubleshooting of the call flow applications and integrations.

How you will make an impact:

• Deliver on strategic contact center initiatives through planning, design proposals, developing POC's, business partnership, vendor engagement and team partnership.


• Using experience and expertise to analyze, troubleshoot and resolve complex technical issues.


• Being agile, team oriented, and organized and able to pivot and adapt to deployments and changes in our environment.

The experience you will bring:

• 5+ years of technical experience in support of Contact Center and Unified Communications/telephony services.


• 3+ years hands on experience supporting Cloud Contact Center services. (AWS Connect experience ideal)


• Proven experience in defining user requirements and customer journey mapping, provide data analysis and creating complex call flows that will integrate with OMNI channel offerings such as email, IM, web and chat.


• Utilize In depth technical experience with contact center applications and integrations including familiarity with Salesforce CRM, ServiceNow, WFM and reporting tools.


• Knowledge of programming languages (ex: JavaScript, Python.)


• General understanding of network architecture and server terminology as it relates to UC services.


• Experience in maintaining documentation library, capturing business processes, creation of storyboards, and training material.


• Sharp communication skills (oral/written) and capable of translating complex technical issues or design details and present to our business stakeholders, all levels of management and IT teams.

What will make you stand out:

• Bachelor's or IT degree


• Background in deploying advanced cloud contact center technologies such as Speech, Chat Bots, and Call Analytics.


• Experience with a range of AWS services - specifically the services that impact Connect including Lambda, DynamoDB, Cloud Formation, Cloud watch, Lex, Polly, Code Pipeline.

More reasons to join:
At Pacific Life, the work we do matters. We work passionately each day to drive our company forward while enjoying job security, flexible scheduling, and great opportunities for career growth.
If you're seeking a thriving career doing the type of meaningful work that's all too rare at a Fortune 500 Company, Pacific Life is the place for you. If you are a self-starter who appreciates creativity and individuality in your colleagues - even better. We look forward to receiving your application.

You belong at Pacific Life
At Pacific Life we believe you belong. We foster a culture of belonging, a space where all employees are empowered to be authentic. We embrace and celebrate diversity, create a culture of equity and inclusion, and value and respect every employee.

Our workplace:
In 2020, we demonstrated agility and swiftly shifted to a working-from-home environment with little to no disruption. Going forward, we will move toward a hybrid, digital-first workplace that encompasses flexible work policies, inclusive space design, and innovative technology solutions. At Pacific Life, we are pioneering a trail and challenging the status quo to build the next normal.

Want to learn more about life at Pacific Life? Take an inside look at our company culture: Instagram.com/lifeatpacificlife.

#LI-AI1

How We Help You Succeed:

We're fostering a culture of shared values across our company by providing generous compensation and comprehensive benefits that allow our employees to find fulfillment and security in personal life and career alike. These include:

• Competitive Salary and Benefits




• Work-Life Balance & Flexible Scheduling




• Medical, dental, and vision as part our commitment to investing in the health and wellbeing of our employees




• Two retirement savings plans: 401k savings plan with company match and Company Retirement Contribution (company-paid)




• Generous PTO and holiday pay




• Warm Colleagues & Inspiring Culture

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.