About the Role
Title: Senior Telephony Engineer
Location: Austin United States
Job Description:
The Team
Upstart’s Telephony team is responsible for delivering a great phone experience for our customers and agents. As a Senior Telephony Developer at Upstart, you will be responsible for supporting our telephony contact center strategies. You will partner with operational, product, and engineering teams to continuously improve our telecommunication efforts and support our Telephony roadmap.
How you’ll make an impact:
- Own designated telephony platform configuration execution, requirements gathering, scoping, and support appropriate prioritization by leveraging intimate knowledge of tooling capabilities to optimize our phone efforts
- Leverage Telephony Platform APIs to create solutions that automate & streamline Telephony Team execution of organizational initiatives
- Partner with Cross Functional Upstart Stakeholders and leadership to operationalize telephony strategies
- Monitor data/API/Telephony platforms and identify opportunities to improve performance and experience for customers and agents
- Deliver various omnichannel roadmap initiatives
- Create and maintain telephony documentation
What we’re looking for:
- Minimum requirements:
- 5+ years experience configuring telephony omnichannel platform interaction flows, analyzing contact center based data, troubleshooting/executing api calls and api coding for contact center applications
- Proven ability to execute in a fast paced environment while delivering high quality outputs
- Knowledge of rules and regulations (FDCPA, TCPA, CAN-SPAM)
- Preferred qualifications:
- Experience working with Katabat or similar collections system
- Experience working with LiveVox, Nice CX One, Cyara, Neustar/Transunion Telephony Enhancements
- Consumer lending experience
- Hands on Contact Center Experience, including metrics, customer experience, interactions flows, IVR design/build/implementation/testing execution