The Contact Center Engineer is accountable for the strategy, planning, design, project execution, and overall health of the IT infrastructure systems. This role leads operational and project support for the delivery and operations team that provides a managed service for telephony and contact centers technologies.
- Professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework, URS, Tserver, Datamart, Infomart, Contact Center Analyzer, Call Concentrator, Stat Server, Genesys high availability architecture, Multi Channel Routing (MCR), Web Chat, Email Routing, GPlus Adapter for Siebel.
- In-depth knowledge and experience with Avaya ACD(EAS), IVR, CMS, CentreVu, Vectoring deployed on Avaya’s Communication Manager platform, AT&T Route IT, Toll free routing with advanced features.
- Experience with call center (ACD & Vectoring), workforce management, IVR, CTI, speech recognition, quality monitoring, skills, Intelligent Call Routing, IXC/LEC routing methodologies and experience with Avaya, or Genesys telephony systems related to contact center applications are preferred.
- Experience with Nuance, SpeechWorks, or ScanSoft speech application design and/or development experience desirable, but not mandatory.
- Experience with Siebel CRM integration, VXML programming or SQL/Oracle query languages a plus.
- Detailed understanding of enterprise system interactions and integrations
- Genesys 7 or 8 GCP-CIV or Genesys GCP-DIV or Genesys GCP-CVE, Avaya ACS Design-Contact Center or Cisco CCNA certifications or above a plus
- Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP,
- Understanding of IP addressing schemes and VLAN designs.
- Experience with configuration and implementation of data switches and routers; knowledge of Cisco a plus.
- Ability to analyze end-to-end TCP/IP protocol trace to identify network connectivity issues is a strong plus
- Experience with such diagnostic tools as Ethereal, PC Anywhere, and NetIQ.
- Proficiency in downloading software, firmware, updates and patches to communications products;
- Overall knowledge of Avaya S8xxx platform and Communication Manager is highly desirable; Avaya
- Familiarity with PC-based apps a plus (i.e.: IP Softphone, IP Agent, Softconsole)
PLEASE NOTE THAT WE ARE NOT ABLE TO WORK WITH CANDIDATES ON H1B VISAS OR CANDIDATES REPRESENTED BY THIRD PARTIES.