Create a Job Alert.

Enter your email below to save this search and receive job recommendations for similar positions.
Thank you. We'll send jobs matching these to
You already suscribed to this job alert.
0 suggestions are available, use up and down arrow to navigate them
What job do you want?

Sr. Contact Center Engineer job in Philadelphia at The Judge Group

Create Job Alert.

Get similar jobs sent to your email

List of Jobs

Apply to this job.
Think you're the perfect candidate?
Apply Now
Sr. Contact Center Engineer at The Judge Group

Sr. Contact Center Engineer

The Judge Group Philadelphia, PA Full Time
Apply Now
Location: Philadelphia, PA

Judge Healthcare is currently seeking a fully Remote Sr. Contact Center Engineer for one of our top healthcare clients in the Greater Philadelphia area. 

Job Details:

  • Location: Remote, but candidate must live in PA, NJ or DE
  • Job Type: Permanent
  • Hours: 8:00am - 5:00pm / Monday - Friday


  • Develop integration plans and documentation as well as hands-on engineering of all voice, contact center, and integration components in a project.
  • Participate in the concept, design, integration, validation, and implementation of cloud/premise-based voice, contact center, and integration engineering tasks or projects.
  • Support IT initiatives including strategic planning and project leadership.
  • Provide technical support and operational assistance as required for project implementation, turn-up, and post-cutover support.
  • Provide system life cycle support planning including impact analyses, cost analyses, requirements analyses, design and engineering, and integration and implementation planning and services.
  • Provide analysis and recommendations for design, builds, and implementation of new systems and increased capacity.
  • Develop technical specifications, which can be incorporated into RFPs, proposals, information papers, etc.
  • Participate in teams responsible for vendor selections and technical evaluations and participate in contract negotiations.
  • Create comprehensive planning and as-built diagrams that depict the logic and customer experience from initial contact to agent handling or self-service IVR, CRM integration, or other business applications.
  • Create same for different audiences, engineers or management.
  • Interface with vendors, evaluate and test new customer engagement services, costing technology solutions.
  • Perform other related duties as assigned.
  • Collect and submit historical metrics, as required by leadership, from customer engagement platforms.
  • Provide real-time or near-time utilization metrics as required.
  • Supports the entire customer engage infrastructure.

Required Qualifications: 

  • Bachelor’s degree in computer science, computer engineering, related field, or equivalent experience is required.
  • Minimum of 3-5 practical experience in contact center operations, administration, and technology infrastructure in premise or cloud-based multi or omni-channel contact center technology and operations.
  • Advanced understanding customer engagement technologies.
  • Knowledgeable in Voice over IP principles and telephony infrastructure and protocols.
  • Possess excellent written and verbal communication and customer service skills.
  • Ability to validate customer engagement design intent and to troubleshoot and isolate problems and recommend corrective action.
  • Knowledge of service level agreements and metrics-based performance criteria.
  • Knowledgeable and experienced in Avaya contact center cloud solutions, Avaya Aura, Breeze, Oceana, Workspaces, POM, Experience Portal, etc.
  • Creating and administering contact flows from beginning to end, to include vectoring, VDN, Skills, routing plans, etc.
  • Analytical skills and problem-solving skills needed to manage multiple factors on a project simultaneously.
  • Adept at using the tools needed to develop and maintain design documentation, including call flows, process flows, descriptive charts and tables (Visio, PowerPoint, Excel, Word, and Markdown).
  • Ability to work under pressure, manage time, prioritize activities, and meet tight deadlines
  • Experience working for large organizations on complex projects

All interested candidates should email their resume to Tim ([ Email address blocked ] - Click here to apply to Sr. Contact Center Engineer) or apply directly!

Contact: [ Link removed ] - Click here to apply to Sr. Contact Center Engineer
This job and many more are available through The Judge Group. Find us on the web at [ Link removed ] - Click here to apply to Sr. Contact Center Engineer

Recommended Skills

  • Operations
  • Complex Problem Solving
  • Management
  • Testing
  • Leadership
  • Engineering
Apply to this job.
Think you're the perfect candidate?
Apply Now

Help us improve CareerBuilder by providing feedback about this job:

Job ID: 721105

CareerBuilder TIP

For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.