Sr. Telecom Engineer

Date Posted: 11/08/2019

The Telecommunications Engineer will be responsible for providing telephony systems engineering support and administration. The position will require a strong understanding of both UC and Contact Center technologies. Candidate must possess a strong knowledge in enterprise Unified Communications and various Avaya voice and call center solutions.
Job Description:
• Provide engineering support to the enterprises voice technologies including but not limited to Avaya Aura Communication Manager, System Manager, Session Manager, and Messaging
• Assist in the development and support of the enterprises cloud contact center initiative; consisting of design, implementation, and testing.
• Perform Moves, Adds, and changes to skills and agents on the contact center platform.
• Assist with configuration and implementation of complex IVR designs.
• Assist with SIP trunk and Session Border Controller administration and routing.
• Identify capacity and performance issues to ensure uninterrupted service.
• Assist in the operational, strategic planning, and business continuity/disaster recovery solutions.
• 5-7 years’ experience supporting enterprise Contact Centers and VoIP UC/PBX systems.
• Experience supporting Omni channel and next gen technologies.
• Strong understanding of ACD, IVR, CTI, and Skills based routing.
• Experience designing complex call flows and IVR’s ( NICE inContact and Avaya preferred.)
• Experience with SIP Trunk routing.
• Strong understanding of Contact Center analytics.
• Strong knowledge of networking principles, including SIP, H.323, TCP/IP, VLAN’s, and QOS.
• Nice inContact CXOne experience preffered.
• High level of customer service, with a sense of responsibility, takes initiative and ownership.
• Must be able to travel as necessary.



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