Sr. Voice Engineer

  • St. Louis, MO
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

As a team, we are the direct link to the voice of our customer. When our customers need help they are usually in the midst of managing a small business and they don't want to wait for answers. Simply put, they want to speak to a human. In an ideal world, we know exactly who our customers are and what they need the moment they contact us. Using information from previous interactions and current product usage, we're able to quickly direct them to the information they need to resolve issues or realize opportunities.

Our voice capabilities take advantage of a global presence, ensuring local 24x7 voice support across time zones. The reliability and quality of services are motivated by the scalability and efficiency of our platforms and partners. This relies on the interaction of multiple Square systems in a constant feedback loop where the voice platform provides real-time data to the business that can be consumed in future interactions. On this team, you will work on technologies to ensure our customers have the best possible experience with Square.

Qualifications

You Will:

  • Build and maintain a Contact Center Voice platform for Square to have productive and personal interactions with our customers.
  • Lead architecture and development of phone and voice solutions for platforms and teams across the enterprise.
  • Provide technical leadership on different CCAAS voice platforms
  • Participate in an on-call rotation for any issues related to production support.

You Have:

  • 3+ years of customer-facing Contact Center Technical Leadership and Operations Experience.
  • Experience building Voice Applications ( IVRs, Call Routing, Call Queuing) using Amazon Connect or any other CSaaS Platform like Serenova Liveops, Bright Pattern, Voxeo etc.
  • Experience in developing call routing with dynamic messaging
  • General Knowledge of AWS Cloud Services.
  • Experience with WebRTC and SIP.
  • SQL query writing and data analysis.

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources