Overview
position summary statement:
the contact center engineer level i is responsible for testing, implementing, and supporting all contact center software applications and activities. This role provides consultation and direct technical support in life cycle planning, problem management, integration, and configuration. Acts as the technical lead for projects related to the development of new systems or the upgrade of existing systems, architecture, applications, or technology capabilities in support of contact center and major voice telephony needs.
detailed responsibilities/duties:
1. knowledgeable in contact center technology (required)
2. 0-1+ years system engineering (preferred) - will be determined at time of job opening
3. contact center technologies - tbd
4. workforce management technologies - tbd
5. contact center call recording technologies - tbd
6. design, test, implement, and support all telecommunications activities infrastructure.
7. provide consultation and support in lifecycle planning, problem management, integration, and configuration.
8. assist contact center team in analyzing performance and processes to meet customer needs and financial goals; identify proactive solutions for improvement.
9. support scripting and support for contact center technologies (novice to intermediate level).
10. recommend actions to developers/technicians and management on technical issues.
11. define future technology, infrastructure, or architecture project directions.
12. coordinate with is regional teams to ensure technology support and process integration.
13. support cross-functional projects between organizations.
14. lead project efforts as required.
15. provide hands-on troubleshooting, diagnosis, and resolution of global contact center outages.
16. manage incident cycle from troubleshooting to resolution.
17. participate in 24/7 on-call rotation for global support.
18. develop and document procedures to streamline support and design efforts.
19. assist in contact center design and implementation to utilize technology effectively.
20. create reports and presentations for senior management as needed.
21. travel domestically/internationally up to 15%; must have a valid passport.
job qualifications
skills:
* strong attention to detail, problem-solving, and communication skills for technical and non-technical audiences.
* system engineering knowledge and methodology.
* understanding of telephony methodologies (sip, tdm, rtp/rtcp, isdn, h.323).
* fluent in english.
* knowledge of osi network layers, wan, and lan technologies.
* experience in designing, planning, and implementing contact center solutions.
* good interpersonal, presentation, and teamwork skills.
* ability to solve practical problems independently.
* strong customer service orientation.
* effective communication across all levels and cultural sensitivity.
* adaptability to organizational changes.
preferred:
* novice knowledge of contact center environments and applications.
* multilingual abilities are a plus.
experience:
* 0-1+ years supporting system engineering technologies or contact center applications.
* 3+ years supporting contact center and telephony applications (preferred).
education:
* ba or bs in computer science, engineering, or equivalent experience.
* industry certifications (preferred).
additional qualities
ethical: upholds policies, maintains confidentiality, acts with integrity and respect.
leader: upholds standards, builds trust, aligns with organizational goals.
collaborative: works well with others, shares information, and communicates clearly.
team player: demonstrates humility, builds relationships, values diversity.
drives innovation: proposes ideas, respects others' ideas, implements solutions.
delivers change: adapts to environments and responds positively to change.
#j-18808-ljbffr