Contact Center Engineer

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Job description

CorTech is seeking a Contact Center Engineer for our client located in Washington, DC. This position is paying $68/hr.

Job Description
American Red Cross is looking for a professional Senior Avaya Contact Center Engineer with an in-depth knowledge of the Avaya Aura Contact Center portfolio. The position will reside in the American Red Cross Telecoms team and will be directly supporting multiple business units using the Avaya Aura Contact Center products and solutions. The Contact Center Engineer will be responsible for leading and delivering medium to large projects involving the planning, design, configuration, and technical support of an Avaya cloud solution.
The Senior Contact Center Engineer role will be hands-on but will also be expected to collaborate with other junior and senior staff to oversee work as well as develop standards, methodologies, and procedures relevant to the role. This is a remote opportunity and candidates can be anywhere in the U.S. but must be able to work EST hours.

Responsibilities
• Strong hands on technical experience of configuring, maintaining, and troubleshooting the following Avaya Aura Telephony and Contact Centre systems:
o Avaya Communication Manager
o Avaya System & Session Manager
o Avaya Elite Contact Center
o Avaya CMS
o Avaya AES
o Avaya Aura Messaging
o Avaya Work Force Optimization
o Avaya Proactive Outreach Manager
o Avaya Experience Portal
o Avaya Business Rules Engine
o Avaya Oceana
o Knowledge of other contact center technologies
• Directly support business initiated projects, including:
o Leading requirements gathering, documentation, planning and design of business changes
o Develop / oversee development of call center configuration items such as call flow routing, IVR routing, non-voice contact routing, report development, investigation of integration points etc in the Contact Center systems detailed above.
o Work with 3rd parties / vendors to articulate business needs, and ensure work is delivered accurately and to specification
o Strong Customer Service Skills and Service Delivery Skills
o Manage the vendor and holding the vendor accountable
• Provide program guidance and develop program timelines from an engineering point of view in partnership with our program management office.
• Direct and communicate with leadership on status of programs and open issues.
• Provide support on Avaya Contact Center solutions, providing incident and change management for our customers.
• Manage service tickets
• Perform Avaya contact center system administration tasks
• Providing an engineering response to service requests from business units.
• Leading Contact Center and telephony system maintenance checks.
• Maintaining all relevant service management system tickets, inventory, and other data
• Diagnosing and resolving complex software, hardware, and usage issues
• Applying all company and departmental policies, procedures and work instructions to daily tasks and proactively contributing to improving these where possible

Qualifications

Minimum Qualifications:
• Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
• Customer Service and Service Delivery Skills
• 7+ years of experience in an Avaya Contact Center environment with technical experience in distributed technologies and systems development
• 5+ years of experience leading projects with or without direct reports
• Working knowledge of CTI, LAN/WAN communications, routers and switches
• Working knowledge of communications protocols (SIP, H.323, RTP/RTCP etc),
• 5+ years of strong hands-on knowledge and experience of the following Avaya platforms:
o Avaya CM
o Avaya System & System Mgr
o Avaya System & Session Manager
o Avaya Elite Contact Centre
o Avaya CMS
o Avaya AES
o Avaya Aura Messaging
o Avaya Work Force Optimization
o Avaya Proactive Outreach Manager
o Avaya Experience Portal
• Extensive PBX/ACD/IVR experience including call flows, vectors, and adjunct routing, system architecture, design principles and implementation
• Experience with configuration and support experience in a complex multi-layered network environment.
• Excellent organizational skills including reporting, written and oral communication and task prioritization.
• Must be highly motivated and a self-directed individual.
• Participate in cross-functional teams and ability to work effectively in a geographically dispersed team.
• Experience working under tight deadlines and high pressure environment.
• Excellent troubleshooting and analytical skills.
• Capable of quickly learning new technologies and procedures, as well as being willing to train others in procedures mastered as part of implementations.

ARC VACCINATION MANDATE: The American Red Cross requires all new hires be vaccinated against COVID-19 as a condition of employment. This means that all individuals working for the organization must be fully vaccinated against COVID-19 by the start of their employment OR have begun the vaccination process prior to their start date. Upon being offered a position, individuals will be required to submit proof of vaccination.