Contact Center Engineer
Primary responsibility is to support all aspects of the corporate IP telephony systems and infrastructure. Will work closely with internal stakeholders and outside vendors to design, build and maintain communication flows and integrations. This key professional is responsible for resolving complex telephony/problems and providing excellent technical and customer service to the organization. Successful candidates will have a solid understanding of contact center operations including: Contact center operations, applications and technologies, Telephony and Networking, CRM applications and integrations.
Essential Duties & Responsibilities:
Partner with internal customers to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize telephony platform and enhance operational effectiveness.
Instrument and monitor capacity and utilization in VoIP based Contact Center platform.
Participate in trending and capacity planning exercises to plan for efficient utilization of VoIP services.
Manage service interruptions which could impact business operations; research root cause analysis and communicate next steps to business leaders and internal teams to help mitigate any risk.
Troubleshoot day to day operations issues related to VoIP services, including end user support to ensure a return to service.
Keep business informed of any/all issues that could potentially impact telephony platform such as routine maintenance, patches, software product changes and releases.
Create, maintain and monitor helpdesk tickets and insure they are properly entered into the IT department’s helpdesk software system.
Partner with internal stakeholders to design and manage contact center including queue flows, user management, user skills, custom reporting, testing and integrations.
Maintain confidentiality of client information.
Perform other duties as assigned.
Experience & Education:
Bachelor’s degree in technical field and/or comparable industry certifications and experience.
Minimum 3 years in a UC engineering role.
Experience instrumenting and monitoring end to end VoIP telemetry to ensure acceptable uptime and operations standards are met.
Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
In depth knowledge of one or more VoIP or cloud based Contact Center solutions like: Mitel, Five9, Nice! inContact, Twilio, Genesis, Cisco, Nuance, Avaya, Nortel, Interactive Intelligence, or other contact center software.
Solid technical knowledge or networking protocols such as TCP/IP, SIP, FTP/SFTP.
Virtualization experience with VMWare including VMWare ESXi, VMWare Horizon View, Microsoft Windows Server and Active Directory.
Knowledgeable in cloud telephony UCaaS and CCaaS.
Working knowledge of APIs, HTML, and JavaSript.
Experience with modern Windows scripting languages (Windows batch, Python, PowerShell, VBScript).
Skills & Abilities Required:
Excellent triage and advanced troubleshooting skills.
Strong project management skills.
Strong technical writing and workflow diagram skills
Ability to multi-task and stay focused at high levels of productivity.
Ability to work outside standard business hours.
Excellent verbal and written communication skills.