Telecom Engineer, Phone systems (AddMoveschanges) Contact center supports Phone systemsEnterprise systems and contact center phone. Cloud base SIP provider. SIP exp and some you have migrated phone systems or enterprise systems to the cloud. The role of the IT Contact Center Analyst is to provide technical and operational assistance in support of the Call centers. This support would include but not limited to all IVR, ACD, VOIP, Dialer, WFM and Omni-channel platforms for both production (trouble tickets, business operations) and system enhancement requests (MAC changes, Scripting changes, etc.). This person will play a key role in building and maintaining a partnership with the Business. Essential Duties and Responsibilities Providing business support and acting as a liaison between IT and the business. Responsible for managing, monitoring and analyzing both inbound (ACD) and outbound (Dialer) call center voice traffic with a clear focus on maintaining service levels, minimizing abandonment rates and system performance to optimize the callers and agent s experience. Contact Center technology design, implementation and service and support for all Contact Center technologies to include but not limited to IVR, ACD, VoIP, CTI, Omni-Channel, WFM, Dialer, Applications, etc.) and vendor specific hardware and software. Responsible for enabling the Contact Center to operate according to established processes and outbound dialing regulations. Provide Telephony support relating to technical issues involving all Contact Center technology. Work with 3rd party vendorspartners on a regular basis Work with telecommunications carriers for ordering, installation, and troubleshooting of voice and data circuits Resolve system alerts and notifications from the remote monitoring and management system through service tickets Implement and support disaster recovery solutions Provide project support as needed Ability to work in a team and communicate effectively Escalate service and project issues that cannot be completed within agreed service levels Knowledge, Skills, andor Abilities Required In-depth knowledge and expertise in Inbound and outbound technologies. Adaptability to learn and become a subject matter expert on the call table extracts program and the predictive dialer application and associated technologies, i.e. WFM and Call Recording. In-depth knowledge of VoIP protocols Working knowledge of access network issues that impact VoIP performance as well as their measurement and analysis Ability to diagnose other telecoms related technical issues Ability to multi-task and adapt to changes quickly Understanding of support tools, techniques, and how technology is used to provide IT services
