Contact Center Engineer
Harrisburg, PA
Contracted
Experienced
Location: Harrisburg, PA - Candidates must be PA residents.
Position Type: Hybrid 1 day per week in office
Contract Length: 6 months, contract to hire
** Candidates must be US Citizens or Permanent Residents **
Position Overview:
This role is responsible for implementation, upgrades, troubleshooting, on-going maintenance and administration of the contact center systems, voice network, and other related applications. This position monitors contact center systems and their interactions, works with application vendors, prepares reports, responds to telecom requests, provides tier III support, and makes recommendations for improving system performance. This position performs at a high level of both complexity and proficiency under minimum supervision.
Duties:
Position Type: Hybrid 1 day per week in office
Contract Length: 6 months, contract to hire
** Candidates must be US Citizens or Permanent Residents **
Position Overview:
This role is responsible for implementation, upgrades, troubleshooting, on-going maintenance and administration of the contact center systems, voice network, and other related applications. This position monitors contact center systems and their interactions, works with application vendors, prepares reports, responds to telecom requests, provides tier III support, and makes recommendations for improving system performance. This position performs at a high level of both complexity and proficiency under minimum supervision.
Duties:
- Analyze data to define the desired results of the applications, the restraints upon systems design, and the relationships of the application to other systems, and the controls to be placed on system operations.
- Maintain call flow, architecture, inter-system dependencies, and the documentation supporting this.
- Monitor and analyze system traffic, including voice capacity and performance and collaborate with the vendor to ensure needs are met.
- Create or modify telephones, user objects and other configurations in a server-based contact center telephony environment.
- Perform analysis, diagnosis, and resolution of end user voice/telephony issues and problems, escalating issues and working directly with technical support (vendors) when necessary.
- Evaluate upgrades to determine changes needed before implementation.
- Provide technical assistance and support with network design activities.
- Participate in security and vulnerability meetings and discussions and help in meeting compliance timelines for updates, patches and vulnerabilities identified by the Information Technology (IT) Vulnerability Team.
- Maintenance of applications running on both the Linux and Windows Server operating systems.
- Collaborate with and influence other IT departments, functional users and vendors to provide guidance and manage project implementation or user support.
- Execute enterprise deployments for softphones or Unified Communication (UC) clients.
- Support installation and lead the maintenance of systems, software, and hardware – e.g. Private Branch Exchange (PBX), Voicemail, Call Recording System, CTI systems, IVR, Auto Dialer, etc…
- Configure and install server hardware, software and peripheral components according to design or installation specifications and ensure operability.
- Assist with server hardware, database, network and security administrators to create and maintain a robust technical infrastructure.
- Apply patches, hot fixes and assist with new release implementations to any of the application server software assigned.
- Assist in the setup and support of the production environment.
- Support infrastructure changes based on capacity projections and performance monitoring.
- Troubleshoot problems getting to the root cause to facilitate solving the problems.
- Create and maintain thorough documentation.
- Troubleshoot issues to uncover root cause and provide solutions.
- Lead the implementation of projects to configure Voice and Contact Center tools PHEAA, including network, software and hardware.
- Assist in both the evaluation and selection of infrastructure and applications relevant to Voice and Contact Center solutions.
- Assign project tasks and areas of responsibility to project team from basic to complex.
- Scope, plan, design, prioritize and implement multiple projects for contact center and telecommunications solutions.
- Communicate project updates to business and vendors.
- Assist with developing project quotes, when needed.
- Track the telephony hardware inventory and work with Purchasing to restock inventory, as needed.
- Prepare, configure necessary reports.
- Assist in deployment of application software to any of the production and non-production environments.
- Troubleshoot problems as they arise and assist with solving the problems.
- Create and maintain thorough documentation.
- Deploy IVR applications and monitors PBX Related Systems to ensure full functionality.
- This position requires participation in a 24x7x365 on-call rotation. The frequency of the rotation depends on the number of members in the team. On-call requires carrying a cell-phone and responding to calls within the agreed upon timeframe.
- Bachelor’s degree in Computer Science or Information Technology (IT) related with at least four years of applicable experience or equivalent combination in education, training and/or certification(s).
- Proficient knowledge of the principles and practices of client server networks, voice networks, business process automation.
- Demonstrated analytical skills and problem-solving.
- Knowledge of virtual server platforms to troubleshoot and support the Voice and Contact Center solutions.
- Proficient knowledge and skills in Linux and Microsoft Operating Systems, relational database concepts, telephony concepts, and any other relevant programming and server-based systems.
- Ability to plan, organize and work on multiple tasks simultaneously.
- Track record analyzing moderately to complex information to draw alternative conclusions.
- Proven ability to learn and support new hardware, software and operating systems and apply innovative business solutions.
- Advance communication skills (written and verbal); presentation skills; interpersonal skills; analytical; and consulting type skills.
- Demonstrated ability to resolve problems professionally and promptly; able to manage stressful situations.
- Demonstrated willingness to challenge norms, suggests or implements changes to improve team’s or cross-team performance.
- Competent skills to debug and dig deeply into the most complex specific tasks to uncover root cause and provide solution(s).
- Partner with: other Information Technology (IT) departments, users and vendors to provide guidance.
- Manage project implementation.
- Demonstrated ability to read vendor infrastructure and application specifications and technical product manuals for implementation, customization and/or administrative purposes.
- Demonstrated ability to logically diagnose problems and implement software fixes or customizations as needed to resolve outstanding issues.
- Strong ability to analyze and design new large-scale IT systems and modifications.
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