Square Voice Systems Engineer in San Francisco, California

* Open to locations: St. Louis, MO or San Francisco, CA

The Voice Systems Engineer will develop code for our next generation ACD as well as maintain and facilitate how Square customers and merchants communicate with internal product and support teams. The ideal candidate is passionate about delivering high quality experiences for customer interactions through intelligent call routing, speech recognition, and integrations with our internal and SaaS platforms. This role reports to the Manager of IT Operations and partners closely with customer support and sales teams.

You will:

  • Support and maintain robust Global solution (Contact Center, voice, SMS, 3rd party integrations) that will facilitate communication between Square’s current and future merchants with internal product teams

  • Develop code to build and maintain call center flows for internal product teams which integrate with SFDC, WFM, CRM and more

  • Design for a global contact center with internal agents and external partners where automation, resiliency, and uptime are paramount

  • Drive a standards based design methodology across the infrastructure delivering solid, robust & resilient documented designs following best practices and ensuring disaster recovery

  • Create and deliver technical designs, evaluate new products, features & technologies to increase service levels

  • Vendor Management - maintain relationships with major product manufacturers & service providers. Drive vendor product roadmaps.

  • Automation - drive simple & scalable approach to new technology solutions using automation to easily deploy & operate new features, capabilities & functionality

  • Have interest in emergent voice technology such as speech recognition, human intent analysis, the future of IVR

  • On-call rotation will be necessary

  • Experience with Serenova, Freeswitch, Amazon Connect, AWS, Genesys, Five9 or other hosted platform

  • Expertise in least one object oriented language

  • Experience with delivery of global Voice Network solutions for Contact Center with internal and external endpoints; hosted solutions preferred over on premise solutions

  • Knowledge and management of SIP, PSTN & WebRTC protocols

  • Complete understanding of globalized +E.164 dial plans

  • Experience supporting a multi-lingual global contact center environment

  • Experience with corporate network route/switch, background working with firewalls

  • Strong project management, teamwork, collaboration and communication skills

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with 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. #LI-KB1