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Contact Name: DAVE

Job Details: CALL CENTER PLATFORM ENGINEER Date: Dec 30 2021

Job Reference: 2746
Job Category: IT Jobs [ View All IT Jobs Jobs ]
Company Type Recruiter
Employment type: Full Time, Contract
Degree: Bachelors
Experience: 3 years
Location: Richmond, Virginia, 23219
Job Skills: Session Manager, VDI Agent, One-X Agent, Cisco ICM connectivity and AES.
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Job Description

Interview Travel Reimbursed - Yes
Management Experience Required - No
Minimum Education - Bachelor's Degree
Willingness to Travel - Never

• Relentlessly protect our Voice eco-system: identify opportunities and drive service and process improvements, be diligent
about Incident/Problem, Change/Release, Security,
Risk/Compliance, Business Continuity/Disaster Recovery, and Proactive Monitoring, culmination of which resulting in highly
available and resilient systems and services
• Aggressively oversee, maintain and continuously improve complex in bound call center services for routing, delivery,
recording using extensive technical knowledge of systems, applications, platforms, network and carrier services.
• Use your winning personality to establish smooth running environments, which are paramount to your success and happiness
• Strong verbal and written communication skills are required due to the dynamic nature of collaborations with our teams,
leaders, customers, stakeholders, vendors, and other teams, solving complex business problems together
• We’re looking for self-starters, those who can work independently, with and across teams, and regardless of role or level,
people with leadership and mentoring skills, freely sharing their knowledge, supporting an agile team environment and mutual growth
• We seek and value talent magnets, creative technologists and change agents
• If you have not figured out yet this place is really running fast and hard. Looking to punch a clock? Turn back. Come here and expect to get things done!!
• You’re fungible, and for that matter, fun!
• Insatiably Curious. You ask why, you explore, you're not afraid to contribute ideas. You can work at a tiny crack until you've broken open the whole nut
• You’re not intimated by challenges
• You love learning new technologies, working with strong teams and mentoring others
• We’re seeking someone super passionate about their craft, particularly all things Voice and hyper-focused on delivering
world-class solutions on an aggressive schedule. Is this you? We invite you to apply
• Design, implement, and configure Avaya contact center solutions.
• Second and third level support service delivery managers and operations support vendor to ensure concerted
effort is being placed on root cause analysis for Telecom outages.
• Recommend to service delivery managers and operations support vendor improvements in hardware or
software needed to maintain reliable Telecom systems.
• Experience working in ITIL Framework, Agile methodology or similar operational and project models
• ITIL V3 Foundation Certification and understanding and knowledge and use of other IT related frameworks- Agile, CObIT.
• Experience with managing Avaya, Cisco, NICE systems and carrier toll free services
• Experience or certifications with Avaya, Cisco, NICE, Routing/Switching, Oracle SBC, IVR and /or carrier IPTF
• Understanding and knowledge of Capital One processes, procedures and policies.
• Knowledge of the Session Manager, VDI Agent, One-X Agent, Cisco ICM connectivity and AES
• Bachelor Degree or Military Experience.
• 3 years of experience managing IP Telephony systems and services in an design leadership capacity for call
Center services in both an outsourced and insourced service model.
• 3 years’ experience in working with the Avaya ACD across Communication Manager, Control Manager, Session
Manager, Gateways G450-G650, Call Management Systems, and ACCCM, VoIP design and troubleshooting and AES

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