Genesys Contact Center Engineer

Texas  ‐ Onsite
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Description

A large enterprise firm in Houston, TX is seeking a certified Genesys Contact Center Engineer.

Description

Evaluate, design, maintain and support the most highly technical and complex aspects of Contact Center communications technologies as well as data and voice telecommunication systems.

Designs, oversees implementation of, and maintains highly advanced contact center environment to meet a broad spectrum of business needs as they relate to contact center networks, telephony solutions (PBX, IVR, ACD, CTI) and applications such as call recording and work force management and reporting solutions.

Provides tier 3 support to operational computer networks, telephony solutions and other communications infrastructure that are part of an overall call center solution.

Responsibilities:

  • Design, configuration, maintenance and support of contact center voice and data communications
  • Provides contact center subject matter expertise as it relates to skills-based routing, computer telephony integration, agent monitoring, call recording, work force management, reporting and integration with other applications such as CRM solutions
  • Hands-on configuration of all communications equipment including PBX's, Routers, Switches that support contact center operations
  • Assists contact center business partners and Contact Center Architect in driving technology strategy utilizing best in class solutions
  • Development of standards to support contact center connectivity
  • Design, maintain and support appropriate device connectivity utilizing MPLS, VoIP, SIP and IPT
  • Monitors and performs level 3 network troubleshooting to isolate and diagnose complex network problems in support of contact center solutions
  • Provides business partners and users with advanced network technical support, and responds to needs and questions of business partners and users.
  • Works with management to define contact center needs and implements effective enterprise-wide network and voice strategies to support these requirements
  • Coordinates implementation, optimization, and operation of network systems including procurement, installation, configuration, and management
  • Manages relationships between telecommunications carriers and users
  • Will act as team leader on projects and primary communications liaison with contact center teams to establish and communicate common goal and direction and ensure on time and on budget project delivery.
  • Conducts training for, and directs the efforts of less experienced staff
  • Provides 2nd and 3rd tier support for call center issues and participates in on-call rotation
  • Proactively evaluates systems and resolves any known issues while avoiding user impact
  • Performs system administration of the IVR and ACD infrastructure in the call center
  • Works with Contact Center Administrator to help coordinate implementations and system repairs

Qualifications:

Education:

  • Bachelor's Degree, or equivalent experience, in Computer Science, MIS or similar area of study, and eight or more years' previous experience in voice technologies and networking, including 5 years of contact center technology support required.
  • Certification in network, voice, and/or contact center systems preferred

Experience Required:

  • 5+ years experience on contact center systems and communications technologies
  • 5+ years experience configuring and supporting contact center technologies on a converged MPLS data network supporting VoIP and SIP
  • IP Networking with specific experience in IP Telephony implementation and management
  • Administration in a TDM and IP environment, skill based routing, call vectoring, announcement management, ISDN trunking, Voice Over IP, digital and IP handset management, IP Softphone, IP Agent, ARS routing, private voice networking and dial plans
  • Planning and managing systems to deliver both standard telephony and call center features, specifically exposure to server and gateway technology as well as Legacy TDM systems
  • Proven experience in supporting a high quality and reliable technology infrastructure to a multi- platform, multi-site, Engineering and Technical Support driven environment
  • Configuring and maintaining Session Border Controllers
  • Avaya PBX's, voicemail and peripheral systems (CMS, IQ, AES, Session Manager)
  • IVR/Speech systems hardware and application support
  • ACD hardware and application support
  • CTI setup, integration and testing
  • Workforce Management system configuration and testing
  • Agent monitoring and training system configuration and testing
  • MPLS & Frame Relay networks
  • Current generation Cisco IOS, Switches and Routers
  • LEC and LDC circuits and systems
  • Vendor Management
  • Excellent problem solving and customer service skills
  • Strong written, presentation and communication skills
  • Demonstrated project management skills, including MS Project experience

Experience Desired:

  • Experience supporting contact center designs and implementing MPLS converged networks
  • Involvement and implementation of large-scale voice and data network re-design
Start date
n.a
Duration
6 months
From
Request Technology-Stephanie Baker
Published at
12.05.2012
Project ID:
362341
Contract type
Freelance
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