Unified Communications Engineer

Additionally, the B2C FET team focuses on solving frontline operator problems through technology, aiming to enhance workflows, improve processes, and elevate the overall customer experience. We strive for engineering excellence and innovative solutions to optimize operations and drive customer satisfaction, contributing to the success of Zillow's B2C businesses.

The Department: Zillow Home Loans provides customers with a streamlined option for their home financing needs. By utilizing Zillow's home-buying expertise and cutting-edge technology, we're working to create an easier, smoother 'check-out' experience in the real-estate transaction.

About the role

Join our dynamic B2C Frontline Engineering Team and play a pivotal role in building and maintaining the core contact center infrastructure and operator experience for Zillow Home Loans, Customer Support, Connections, and Spruce. As a Unified Communications Engineer, you'll dive into cutting-edge technologies like Genesys Cloud and Twilio, you will engineer complex call flows, and integrate with industry giants such as Salesforce and AWS. You'll have the opportunity to automate processes, leverage cutting edge AI capabilities, and collaborate with talented professionals to create seamless communication solutions, all while working remotely and contributing to Zillow Group's mission to transform the real estate experience.

You Will Get To:

• Provide top-level engineering and administration of PBX/CCaaS infrastructures, including Genesys Cloud and Twilio.
• Engineer and maintain SIP/VoIP infrastructure, including call routing (IVR, skills-based, and Salesforce integration), contact center platforms, call recording, Eventbridge, and analytics.
• Work with CI/CD tools such as Gitlab or Github
• Automate processes to enhance efficiency and remove toil.
• Work with AI code editors like Cursor to accelerate deliveries.
• Administer SaaS systems in the Contact Center space.
• Collaborate on contact center integrations with platforms such as Salesforce CRM, ServiceNow, AWS, and Databricks.
• Define user requirements and build complex, data-driven call flows based on data from Twilio and Salesforce. You're comfortable using APIs to connect our customers to loan officers quickly.
• Interact with integrators and consultants to implement best practices and solutions.
• Maintain documentation libraries, capture business processes, and create training materials using G Suite and wiki tools.
• Provide upper-level support for B2C escalations to the support queue.

This role has been categorized as a teleworker position. Teleworkers do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-office events.

In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.

Who you are

• You have a solutions-oriented mindset with a strong interest in problem-solving and troubleshooting.
• You have proven experience in an end-user facing role with exceptional customer service skills.
• You have abilities to maintain professionalism in all situations and work effectively in a team environment.
• You have a willingness to participate in on-call rotations for break-fix, upgrades, and installations.
• You have a strong understanding of Genesys Cloud/Cisco architecture or similar, and design for marketing, sales and support teams.
• You are a technical lead or project leader and are comfortable in driving clarity through ambiguity and building successful products and technical solutions.

Get to know us

Zillow is reimagining real estate to make it easier to unlock life's next chapter.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting - and no matter what job you're in, you will play a critical role in making this vision a reality.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, and a fundamental commitment to Equity and Belonging. We're also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don't just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees' Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, and gender identity. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.