Contact Center Engineer III

Overview

POSITION SUMMARY STATEMENT: 

The Contact Center Engineer Level III is responsible for testing, implementing, and supporting all Contact Center software applications and activities. This role provides consultation and direct technical support in life cycle planning, problem management, integration, and configuration. Acts as the technical lead for all projects related to the development of new systems or the upgrade of existing systems, architecture, applications or technology capabilities in support of Contact Center and major voice telephony needs.

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DETAILED RESPONSIBILITIES/DUTIES: 

• Knowledgeable in the below contact center technology

  Required

  •  6+ years Contact Center platform technology
  • On-premise Contact Center Technologies – TBD
  • Cloud Contact Center Technologies - TBD
  • Workforce Management Technologies - TBD
  • Contact Center Call Recording Technologies – TBD
  • Cloud Based Technologies – TBD
  • CRM (Customer Relationship Management) system and relevant software knowledge - TBD
  • Scripting and Automation knowledge – TBD
  • Knowledge of cybersecurity best practices 

  Preferred - Will be determined at time of job opening 

• Acts as Subject Matter Expert on telecommunications technologies
• Collaborates with Contact Center management in strategizing and operationalizing current and future technology solutions. Develops a technology vision and implementation plan.
• Assists Contact Center team in analyzing and evaluating the Contact Center’s performance and processes to determine if the technology is meeting customers’ needs and financial goals. Identifies proactive solutions for continuous improvement.
• Advanced on-premise Contact Center design and deployment SME 
• Advanced Cloud Contact Center design and deployment SME
• Contact Center Technology expert scripting & support.
• Leads appropriate courses of action to developers/technicians, and management on technical and infrastructure issues 
• Leads courses of action to maintain cost effectiveness and competitiveness
• Proactively leads in defining direction for future technology, infrastructure or architecture projects 
• Works with IS regional teams to ensure technology process and support integration
• Assist with support of cross functional projects between various organizations 
• Leads project efforts as required
• Leads hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center Global Contact Center Technology service outages globally
• Provide regional support assistance based on technology and business needs 
• Participate in 24/7 on-call rotation to support production of the contact center globally.
• Develop, document, implement procedures to streamline support and design efforts.
• Assist business in contact center design & implementation to best utilize the Contact Center Technology to meet the business needs.
• Provide leadership and serve as a regional face for the team
• Develop reports and presentations for senior management as needed
• Ability to travel domestically/international up to 15% of the time
• Must have current/valid passport

QUALIFICATIONS: 

Skills: 

Required

• Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences
• Extensive knowledge of Contact Center Technology
• Expert in Contact Center Operations
• Understand Contact Center methodology
• Understand Contact Center CRM and external application integration
• Contact Center IVR scripting
• Automation with software such as Python, PowerShell, MS Automate
• Expert knowledge of telephony protocols VoIP, SIP, RTP/RTCP, ISDN, H.323, H248, MGCP, codecs
• Extensive knowledge understanding server virtualization
• Extensive knowledge understanding network infrastructure
• Fluent in English
• Extensive practical knowledge of all layers of the OSI network model 
• Applied knowledge of WAN and LAN technologies
• Applied expert knowledge of contact center environments and applications. 
• Experience in designing, planning, and implementing contact center solutions. 
• Must have good verbal, written, interpersonal, and presentation skills 
• Must be able to work constructively in an international team environment
• Ability to solve practical problems and carry out responsibilities under general to minimal supervision
• Ability to organize workload for effective implementation
• Strong customer service skills
• Ability to interact effectively at all levels with sensitivity to cultural diversity
• Ability to adapt as the external environment and organization evolves
• Soft skills used for Business engagement, support and team management 

Preferred

• Multi-lingual is a plus
• 5+ years supporting Contact Center and Telephony integrated applications, to include but not limited to enterprise IVR environment, Workforce and Quality Management, Reporting, Telephony configuration

Experience: 

Required

Preferred

• Preferred: 7+ years supporting Contact Center and Telephony integrated applications
• BA or BS Degree in Computer Science, Computer Engineering or 7+ years equivalent experience
• Industry Certifications

Principles & Related Competencies:

Ethical

• Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.

Leader

• Meets challenges head on to uphold quality standards, productivity goals, and values; Sets an example, building a culture of trust, transparency, and open communication; Is aligned with organizational direction

Collaborative

• Works cooperatively with others offers and accepts help; Freely shares information as appropriate; Open to and willing to provide feedback; Strong contributor to the team’s results; Celebrates the individual and the team; Ability to clearly communicate.

Looks Beyond Oneself

• (Team Player) Demonstrates humility and willingness to recognize and give credit to others; Works well alongside people of different backgrounds and ideas; Builds good relationships with others; Values Distributors and teammates.

Drives Innovation

• Add value through: Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Listening to and respecting others ideas through collaborating and helping develop those suggestions; Driving ideas forward to implementation.

Delivers Change

• Delivers Change Through: Adapting to different working environments; Responding positively to change including new duties and assignments.

Qualifications

Please review EMEA&I Description box