Are you passionate about the chance to bring your technical experience to drive our Engineering team using industry best practices in a world-class company? Here at Thomson Reuters we are hiring 100+ Engineers with various experience levels for our Operations Center in Mexico City. We are expanding our global Operations Centers footprint by establishing a new Operations Center in Mexico City to serve the Americas (North America and LatAm) with roles representing product, technology, sales operations, inside sales, customer service and finance.

About the role:

In this opportunity as Jr. Voice Engineer, you will:

• Provide a high level of technical and subject matter expertise in Genesys Cloud and serve as a point of escalation for technical issues related to specialty.
• Provide a high level of 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 appropriate documentation for systems in accordance 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 the most efficient processing of change within appropriate service risk constraints.
• Collaborate with business, third party vendors, developers, application support and technical operations groups to determine appropriate hardware/software needed and to resolve any issues impacting the application processes.
• Provide direction into standards and procedures for monitoring, capacity planning, tuning, maintenance, performance optimization, backups and recovery; ensures infrastructure will meet capacity requirements to deliver projects on time.

About you:

You're a fit for the role of Jr. Voice Engineer if your background includes:

• 2+ years of experience working in the same or similar role.
• Bachelor's Degree in Systems Engineering or similar.
• Knowledge & SkillExperienced 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:Architect for 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 the implementation and use of API and web service-based integrations

What's in it for you:

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help 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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