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Contact Center Engineer

Contact Center Engineer

Job Description

Insight Global is looking for a contact center engineer who will be consulting, designing, and documenting IVR call flows and vectors. This candidate will work closely with technical project teams as well as internal HP business and external customers to design and implement complex call center solutions. They will also be providing Tier 3 problem resolution for all types of communication networks (SIP, TDM, etc.), call flows, and other call center applications as well as developing and implementing problem resolution programs encompassing strategies, processes and other technical aspects.

Job Requirements

  • 6+ years of demonstrable experience in design, implementation, and consultation of complex voice and call center solutions.
  • Documentation of design, execution of design, and scale of the end to end call flow
  • Diagnosing, troubleshooting, and resolution of issues related to IVR call flows, ACD, CMS, and other call center applications in projects (Non MAC related)
  • Positive and self-starting personality with the ability to collaborate at a high level with customers, project management, operations and end users.
  • Demonstrable experience with handling multiple complex projects simultaneously at different stages within the project life cycle.
  • Understanding of and experience with toll free and PSTN carrier ordering, call delivery setup, and vendor management experience.
  • Avaya CMS Reporting Management experience including system administration and experience with custom report creation.
  • Working knowledge of Visio, Excel, and PowerPoint.

  • Call Center supervisor or management experience.
  • Experience with CTI systems including Avaya AES TSAPI and Avaya DMCC/CMAPI interfaces.
  • At least 2 years development experience in C , Java, or similar languages.
  • Experience with Avaya Session Manager (ASM).
  • Experience with Acme Packet Session Border Controllers (SBC).

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Computer Software, Computer Hardware, Wireless
Required Travel Not Specified
Job ID HOU-065424
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Contact Center Engineer

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