22/08/2017
Voice System Specialist, (Global Community Operations)
Location: Hyderabad, India
About the project:
The Community Operations Tools Team has played a critical role in scaling and managing a
huge and complex contact center environment at Uber. At Uber we solve our problems in
independent and innovative ways as we scale to a global presence.
The Voice System Specialist role will ensure that Uber’s internal call center services run
smoothly and have the capacity for future growth. They form an integral part of one of the
fastest-growing parts of the company and will be key to designing and building tools and
systems to make the contact center experience a delightful one for our customers. This role
will be working very closely with operations teams around the globe in a follow the sun model.
What you’ll be doing:
● Define, architect, and build awesome voice call center services to support our ever
expanding needs in the contact center environment.
● Own all systems currently in place for voice call center services and build tools to
help management, monitor and control these systems.
● Partner alongside the operations and contact center vendors in the industry to
management and grow voice infrastructure, click to call, and call back services for
our contact centers.
● Define our future business needs to ensure we are ahead and thinking about scale.
● Provide data driven dashboards and handle incidence response for maintaining the
highest level of quality for the business
● Ensure high availability of 24X7 production systems and Participate in an on-call
rotation.
● Provide on-site consulting services to the enterprise, including support for shortand
long-term projects
● Integration of contact center applications and existing network and hardware
infrastructure and other tools
Required Skill:
● Bachelor’s Degree in Computer Science, Engineering, or a related technical discipline
or equivalent experience
● 5+ years’ experience with voice cloud call center technologies such as LiveOps,
Genesys, Avaya, Twilio etc
● Experience with
○ Global call centers greater than 1,000 agents
○ Engineering, programming, and operations of voice networks for a global,
multi-site corporation
○ Troubleshooting protocols around SIP, SS7, RTP, TCP/IP, NAT, scripting etc.
○ Reporting, metric analytics, call routing, call recording
○ Writing call flow scripting including experience optimizing call flows
● Knowledge of global telecom networks and region specific nuances and carrier
services (ordering, installation, and troubleshooting)
● Good to have: - Software engineering experience with ability to write basic web applications for
computer telephony integration
