Telephony & Contact Center Solutions Engineer

  • Virtualization

  • Remote

  • Contract

About the job:
Title: Voice/ Telephony & Contact Center Solutions Engineer
Position Type: Contract
Start Date: ASAP
Location: Remote across USA
  
PBX / Telephony

  • As assigned by the Voice Platforms Engineering Manager, completes all assigned Ivanti tickets, ensuring equipment is in good working order and providing necessary documentation and follow through with the end user.
  • Proactively monitors corporate and affiliate office hardware.
  • When needed, assists affiliate offices with system needs.
  • Troubleshoots system problems and brings problems to resolution; requesting assistance from other team members if needed.
  • Attends training to build skills and expertise.
  • Performs backups and restores as needed.
  • Meets with end user to discuss applications and design needs.
  • Provides support for desktop applications such as Avaya CMS Supervisor, Avaya OneX Agent and Avaya Workplace.
  
Avaya Communication Manager
  • Administer Communication Manager telephone system daily.
  • Coordinates any moves, additions or changes within the PBX.
  • Performs regular firmware and software updates on Avaya Gateways, and peripherals.
  • Analyze contact center telephony data.
  • Provides assistance to internal customer base.
  • Provide diagnostic support and problem resolution to staff, vendors, and customers.
  • Perform ARS, VDN, and dial plan provisioning.
  • Communicate with network vendors to report and resolve network issues.
  • Support, modify, and design all current and future call centers.
  
Contact Center Solutions
  • Meets with contact centers to discuss design needs.
  • Responsible for Call Center/ACD, network and systems design and execution.
  • Configures and implements all aspects of the new ACD design for all sites.
  • Review and update call flow Visio diagrams
  • Well versed in Avaya call vectoring programming, VDNs, Hunt Group provisioning, Expert Agent Selection / Skills Based Routing.
  
IVR / POM
  • Programs, analyzes and optimizes the Avaya Experience Portal IVR.
  • Lends support as needed for any IVR implementations or modifications.
  • Build and manage POM Dialer campaigns, recordings, contact lists.
  • Troubleshoot system issues as needed.

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