Our Network Engineers are detail-oriented and extraordinarily passionate. We thrive on designing simple and scalable solutions to complex problems and delivering sustainable contact center designs for our customers. We are looking for ambitious and communicative hands-on individuals who are comfortable working as part of an interdisciplinary team, have experience working in fast-paced environment and who have passion and skills to maintain our legacy applications while implementing current cloud based services.
This role will work with other Network Engineers, Voice Services teams that support the PBX, Project Managers and end users to focus on designing, implementing and supporting high availability, robust solutions to support the many business units contact centers. A major part of this role will be working very closely with key stakeholders, Contact Center leaders, Work Force Management teams, vendors while resolving requests and incidents. Ideally, this person will look for a correlate issues to determine tools or process to reduce the reoccurrence while adhering to agreed service levels.
Design, implement and support the multiple contact center applications that are being used by the various business.
Share knowledge and collaborate with other team members along with other Voice Services team.
Stay current with new releases of applications features and enhancement
Participate in the design, setup, configuration and support of complex Avaya, PureCloud, CISCO, PureConnect & Interactive Intelligence call routing, recording, IVR's etc.
Provide 2nd and 3rd level support for the entire Voice Services organization.
Proficient with resolving issues with Call Manager, Session Border Controllers, Gateways, CIC servers and media servers.
Fully support and manage approximate 4000 consumers of contact center application functionality.
On a rotating basis, provide after hour coverage to respond to network related issues occurring either before or after support hours.
Minimum of a Bachelor's degree (or equivalent) and 2-4 years of experience. However, a combination of experience and/or education will be taken into consideration.
Expert level experience, maintaining, and troubleshooting Avaya CM version 6, Interaction Intelligence (I3/PureConnect), PureConnect or Cisco CM
If Interactive focused certification is required. CISCO certification helpful but not required.
Candidate should have strong understanding of Avaya features including Site Administrator, Session Manger, CMS installation, One X Agent & Communicator, Call Center, Phone Configuration, Tracing call routes & Support Tools
Candidate should have strong understanding of CISCO features Unified CM, Unity Connection Admin, Hunt Pilot Config, Hunt List Config, Route List & Group Configuration, adding and removing devices, Route Pattern Configuration, Assigning Extensions, Basic Cube admin
Candidate should have strong understanding of PureCloud features Edge Servers, Call Flow design, Call Routing, Scheduling and Architect.
Ability to lead and create consensus around new ideas and initiatives, building confidence in the outcome, and deliver