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Contact Center Solutions Engineer
| Details |
Country: USA
Location: NC Charlotte
Total applied: 22
Job Type: Employee
Job Status: Full Time
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Contact Center Solutions Engineer
Comsys IT Services located in Charlotte, NC is seeking an experienced Contact Center Solutions Engineers for an Immediate opening!
CONTACT CENTER SOLUTIONS ENGINEER
Seeking an experienced Engineer with in depth Design experience and strong Documentation skills, abilities and experience. This position will serve as an very important part of a very unique team assembled to complete a large PBX to VoIP switch-over.
Engineer is expected to be the Product Expert for all of the products they supportProvide 3rd level consulting support, troubleshooting and resolution of issues Internal point person responsible for vendor related communications surrounding the resolution of problems Continually update the design/configuration documentation as needed Responsible for documenting any major business risk/issues and the resolution Communication Responsible for all levels of communication (written and oral); weekly status reports, management progress updates, presentations to the business and senior IT staff, peer level reviews, etc Provide product updates for upper management, and be able to provide precise details of any issues as needed
Position Minimum Requirements
5+ years proven on the job experience in the call center or telecommunications environment Financial services industry experience is a plus Experience working in a global environment and in a team setting Extensive experience with IP call center technologies - virtual call centers, IP call centers, IP phones, IP soft phones Extensive experience with Avaya products (Strong Design Experience). Experience creating call flow scripts based on business needs Working knowledge of skills based elements, agent scoring, reporting (standard and custom) Good team work and diplomacy to work in a cross-cultural and diverse geographic environment; results oriented attitude Good analytical skills with a proven history of picking up new skills fast Ability to work independently and under pressure in a fast-paced and multi-tasking environments Ability to follow preset policies and procedures Ability to build consensus in a fragmented business environment
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