Technical Engineer

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At Mitel,you will have the opportunity to help businesses connect,collaborate and provide better experiences for our customers.

Youwill deliver valuable contributions in creating business successwithin our global organization utilizing your unique attributes,skills and experience.

Please take a moment to look over thisopportunity and if interested, feel free to send us yourapplication. Overview : The Contact Center Voice ApplicationDeveloper is a specialist in Contact Center platforms with the mainobjective of proposing and developing solutions for the differentchallenges of our clients.

This role is responsible for designingand developing flows for voice portals, IVR, Speech and Voice Bots,as well as integrating these channels with external data sources(Web Services, databases, CRMs, etc.

in search of personalized andself-service automations. Responsibilities : 1. Design and buildvoice applications and conversational text flows for Voice Portaland text interfaces.

2. Build middleware, backends, and connectorsto integrate Voice Portals and interfaces into external datasources for automation and business data access (database,Mainframes, and Web Services).

3. Deep knowledge of programminglanguages for system integrations through Web Services (REST API,JSON, SOAP XML) and Databases (SQL).

4. Development of call flow orconversational flow scripts including pre-recorded messages, Textto Speech, Speech Recognition, Natural Language Processing,Cognitive and Generative AI technologies and integrationcapabilities with Backend applications.

5. Design and integrateconversational flows for Voice Portals, Chat, and Voice bots. 6.Work on a multidisciplinary team involving UX and customer businessareas supporting discovery sessions of customer journeys.

7.Collaborate with the QA team to perform integrated tests with thewhole deliverable. 8. Write procedures to be done before productioncutover.

9. Perform functional and integration tests. Requirements : 1. Bachelor’s degree in System Analysis, Computer Science,Engineering, or related field.

2. Experience working on ContactCenter platform implementation projects including IVRs, WFMs, WFOs,Chat, Email, Digital, Voice, etc.

3. Experience in Contact Centercombining traditional Contact Center applications on-premises andCCaaS platforms such as Nice CxOne and / or Genesys Pure Cloud.

4.Experience working on multidisciplinary teams involving UX andcustomer experience discovery sessions. 5. Experience with callflow and scripting development with proven technical knowledge inContact Center platforms (NICE, Mitel, Avaya, Genesys, Cisco orVerint).

6. Experience with TTS, ASR, and NLP technologies. 7.Experience with AI technologies such as Cognitive AI (GoogleDialogflow, IBM Watson or / and MS Luis / CLU) and Generative AI(OpenAI GPT, Google Gemini or / and MS Azure OpenAI Service).

8.Knowledge in relational databases and SQL. 9. Experience inprogramming languages for system integration through Web Services(REST API, JSON, SOAP XML).

10. Fluency in Portuguese and advancedin English. Mitel is committed to achieving workforce diversity andcreating an inclusive working environment.

Diversity makes sensefor us, for our customers and for our future. We value differentperspectives, skills, and experiences, and welcome applicationsfrom all sections of the community.

About Us Mitel is a globalmarket leader in business communications, powering more than twobillion business connections with our cloud, enterprise, andnext-gen collaboration applications.

With more than 70 millionusers in nearly 100 countries, Mitel is the only company that wakesup every day exclusively focused on helping customers take theircommunications from where they are today to where they expect themto be. #J-18808-Ljbffr