The Contact Center Voice Engineer will be responsible for routine maintenance, management, and troubleshooting of our ECS contact center platform. This role requires in-depth knowledge of Windows systems as well as an understanding of IP networking, VoIP/SIP and contact center technologies.

Qualifications

  • BS in Information Systems or a related discipline or equivalent job experience
  • VoIP/SIP with understanding of contact centers
  • Strong problem-solving skills
  • Knowledge of Avaya, Mitel, Shoretel or similar Contact Centers
  • IIS, .Net, SQL Server, as well as other Microsoft server services
  • Basic TCP/IP Network knowledge
  • Skilled with Protocol Analyzers (sniffers): Wireshark, Palladion/OCOMM, or other
  • Network engineering experience required
  • Conceptual network knowledge is required
  • Must be very detail oriented
  • Ability to remain focused in a fast paced environment
  • Solid written and oral communication skills
  • Motivated individual willing to invest time in learning new systems

Duties and Responsibilities

  • Work alongside a wide variety of departments including Cloud Engineering, Voice Engineering, Systems Engineering, Data Engineering, Service Delivery, Support, and Software Development
  • Effectively and independently take on tasks/work inside multiple projects simultaneously.
  • Standing up new systems as necessary
  • Work service tickets, including troubleshooting call flow issues, application issues, and network issues
  • Assist with provisioning challenges
  • Document procedures, custom call flows, and architectures
  • Investigate alarms and anomalies as needed
  • Perform daily tasks for monitoring system state and performance
  • Manage and report metrics and KPI’s, including capacity and performance
  • Manage and deploy patches to systems and hardware
  • Manage technical aspect of new product rollouts
  • Participate in after-hours on-call rotation

Key Performance Indicators

  • Server/Service Uptime
  • Task completion
  • Service metric SLAs

Join Us

From a team dedicated to building a rewarding work environment to unlimited education opportunities to being named one of the top places to work in the country. We’re excited to hear from you.