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

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Sr. Contact Center Engineer at The Judge Group

Sr. Contact Center Engineer

The Judge Group Philadelphia, PA Full Time
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Location: Philadelphia, PA
Description:

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

Responsibilities: 

  • 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
 

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