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Call Center Engineer (ACD Specialist)

Lumen Solutions Group, Inc.

Washington, DC(remote)

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JOB DETAILS
SKILLS
Access Control, Amazon Web Services (AWS), Analysis Skills, Automatic Call Distributor (ACD), Avaya Software, Blueprints, Business Processes, Business Strategy, Call Center Integration, Call Center Operations, Call Centers, Call Monitoring, Call Routing, Call Volume, Change Management, Cloud Computing, Communication Skills, Computer Skills, Computer Telephony Integration (CTI), Consulting, Debugging Skills, Dialed Number Identification Service (DNIS), Documentation, Enterprise Architecture, File Transfer Software, HIPAA (Health Insurance Portability and Accountability Act), High Availability, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Information Technology Consulting, Knowledge Transfer, Local Area Network (LAN), Microsoft Office, Microsoft Windows Azure, Microsoft Windows Operating System, ODBC (Open Database Connectivity), On Call, Online Chat, PBX (Private Branch eXchange), PCI, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Professional Services, Realtime Operating System, Regulatory Compliance, Reporting Dashboards, Root Cause Analysis, SIP (Session Initiation Protocol), SQL (Structured Query Language), Service Level Agreement (SLA), ServiceNow, Short Messaging Service (SMS), TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Recruiting, Technical Support, Telephone Skills, Virtual Machine (VM), VoIP (Voice over IP), Voice Response Systems, Wide Area Network (WAN), Workforce Management, Writing Skills, XML (EXtensible Markup Language)
LOCATION
Washington, DC(remote)
POSTED
Today

Company Description
Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.

Job Title - Call Center Engineer (ACD Specialist)
Location - Washington, DC (Remote)
Job Type - Contract

Job Description
Seeking a skilled Call Center Engineer with strong experience in ACD platforms (preferably Avaya) to support and optimize contact center operations. This role involves troubleshooting call routing, managing IVR flows, and ensuring high availability of voice and digital channels.

Skills:

  • ACD person not PBX.
  • Avaya ACD experience preferred but at least one ACD platform experience required including understanding of ACD platform components, call routing logic and call flow configuration and debugging.
  • Understand call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc.
  • Ability to read troubleshooting traces.
  • IVR troubleshooting and basic design understanding.
  • Trunking (SIP trunks) and toll fraud knowledge including carrier terminology including toll-free numbers, DID numbers, DNIS, ANI, etc. plus AT&T Route Its usage knowledge.
  • Basic network knowledge including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics and understanding of call quality factors (latency, jitter, packet loss).
  • ODBC configuration and writing SQL queries.
  • Basic XML review and interpretation.
  • Microsoft office knowledge plus file transfer software.
  • Basic ITIL processes and procedures along with incident management, change management, escalation handling and ability to work under pressure in real-time environments.
  • Experience with ticketing systems such as Service Now, monitoring tools and reporting dashboards.
  • Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts.
  • Performance monitoring includes call volume, queue wait times, abandon rates, etc.
  • Understanding of basic workforce management concepts, service level agreements, KPIs
  • Basic Windows PC skills.
  • Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure.
  • Must be a team player and willing to share information freely.
  • Clear verbal and written communication skills, ability to explain technical issues to non-technical users and collaborate with network teams, application teams and business stakeholders.
  • Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.).
  • Understanding of data privacy (PCI, PII and HIPPA), access control and permissions and following compliance standards.

Lumen Solutions Group Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.

About the Company

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Lumen Solutions Group, Inc.