Telecom and Contact Center Engineer

Under general direction, operates and support moderately complex telecommunications network and contact center solutions. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Translates business requirements into solution designs and configuration including technical specifications and recommended process changes. Possesses an understanding of system architecture and makes recommendations that facilitate stability. Has the ability to coordinate and communicate cross-functionally with both business and technical partners. Works under minimal supervision on complex projects and may assist less experienced peers. Maintaining each system and the respective services, monitoring and troubleshooting the environment for problems. Negotiates and places orders with common carriers. Checking system logs and performing other day to day system management duties.


Required:

• At least 2 years of experience supporting and maintaining Genesys contact center software
Valued knowledge in the following technologies:
• Experience supporting and maintaining Verint WFO and/or Aspect WFM systems
• SIP implementations
• Other contact center and telephony project implementation/technologies such as Avaya
• Issue resolution with telecommunications and system providers
• Procurement on services and products
• Experience working with MSSQL