Description
*This is a 6 month Contract to Hire Position onsite daily in the Houston area*
Prestigious Fortune 500 Company in Houston is looking for a Genesys CTI Contact Center Engineer. Prefer an individual with Avaya experience. Individuals responsibilities will be the following:
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.
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:
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