Job Description

The Voice and Contact Center Senior Engineer is responsible for design, implementation, and support of highly available contact center technologies, in partnership with Tesla's Customer Support, Sales and Service organizations. The Voice and Contact Center Technology team provides voice and contact center solutions that utilize API/Event Based technologies in conjunction with multiple service providers around the globe. Our services are provided in call center locations, retail service/sales centers, manufacturing environments, and general office locations. We are responsible for providing voice and omni-channel solutions that are always-on, highly reliable and with exceptional performance. Tesla is a fast-paced and dynamic environment that can pivot directions quickly, so the ability to quickly respond to changes in direction is critical.

What You'll Do

• Partner closely with customer facing contact center teams to develop and implement technical solutions
• Develop and deploy contact center technical standards across all call center locations globally
• Perform as a subject matter expert in complex, multi-phase platform migration
• Identify opportunities to leverage existing technology solutions to improve customer and agent experiences
• Identify and advocate for new technical solutions that solve critical business problems
• Design and documentation of technical solutions, including architectural documents, engineering design documents and operational documentation
• Serve as Tech Lead on the UC Operations team
• Mentor and develop team members on contact center technologies
• Develop standard operating procedures for support of technical solutions
• Ensure adequate system capacity to support business growth projections

What You'll Bring

• 5+ years designing and deploying complex contact center solutions leveraging Avaya platforms and technologies
• Demonstrated knowledge of Avaya Product Suite, and other API/Event Based Contact Center Platforms
• Experience with large-scale, multi-phased migrations
• Strong understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers
• Demonstrated experience in troubleshooting complex technology issues across various technologies
• Strong analytical background with focus on developing data-driven solutions
• Strong interpersonal and communications skills with the ability to communicate complex technology into business terminology
• Design solutions that balance both customer's needs and IT's technology roadmap
• Ability to work in a fast-paced and dynamic environment that can quickly change direction
• Exposure to Voice and Contact Center Automation Tools

Compensation and Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program

Expected Compensation: $133,440 - $355,920/annual salary + cash and stock awards + benefits. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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