Contact Center Engineer

Introduction

Looking for a professional engineer with in-depth knowledge of Contact Center. The position will reside in the Real Time Collaboration Contact Center Engineering team directly supporting Architecture and Engineering functions for Contact Center products and solutions. The staff resources working in this position will be responsible for development of program schedule, program tasks, communication materials for senior leadership and Contact Center engineering documentation in relation to fast moving programs.

Required Skills & Qualifications

• Excellent customer service skills including reporting, organization, written and oral communication, and task prioritization.
• Experience in program communication and program management.
• Communication skills a must, including PowerPoint, Visio, structured program updates.
• Must be highly motivated and a self-directed individual.
• 8 Years Call Center experience.
• BA or BS in Telecommunications, Data Communications or Computer Science.
• 1-3 years of experience in LAN/WAN networking.
• Strong hands-on knowledge of Avaya ACM, Avaya CMS, Avaya Session Manager, Aspect, NICE voice recording, IVR, dialers, Genesys IVR, and VoIP IVR Broadsoft.
• Strong knowledge of session border controllers; Sonus/Ribbon GSX/7k Session Border Controller and SIP/TDM Trunking.
• Extensive PBX/ACD experience, working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles, and implementation.
• Experience with QoS configurations, jitter, diagnosing and tuning QoS, and performing bandwidth analysis.
• Knowledge of CTI, LAN/WAN communications, switches, and routers.
• Knowledge of SIP, RTP/RTCP, ISDN, H.323, H248, MGCP, codecs is required.
• Applicants must be able to work directly for Artech on W2.

Preferred Skills & Qualifications

• Certifications: SIP school.

Day-to-Day Responsibilities

• Provide program guidance and develop program timelines from an engineering point of view in partnership with our program delivery team.
• Directly support business-initiated projects.
• Direct and communicate with leadership on status of programs and open issues.
• Develop ROM/SOW quotes for projects for equipment placement, licensing.
• Assist in the development of project supporting documentation/information to include Bill of Materials (BOMs), cost estimates, and equipment placement requests.
• Provide local software and hardware support requiring complex integrated configurations in the areas of; Avaya Communications Manager and Avaya PBX (call routing, Cisco Unity Connection integration, AES, CMS, one-X), Sonus/Ribbon, LAN/WAN, VoIP, SIP//Session Management//Avaya Media Server.
• Develop and write procedures/documentation for installation, and configuration of Avaya Communication Manager, Avaya Session Manager, Avaya Media Server, Avaya Application Enablement Servers, Avaya Call Manager Server.

Company Benefits & Culture

For immediate consideration please click APPLY to begin the screening process with Alex.