TelcoEngineer

A global technology company providing commerce solutions that power billions of transactions with around 750,000 clients around the world, including 90% of the Fortune 500, rely on the accuracy and precision delivered by the solutions, in the areas of e-commerce, shipping, mailing, and financing.

The Job

 You will provide technical support to Business Teams who are utilizing cloud-based telecommunication and contact center application solutions in support of customers
You will configure, test, support, troubleshoot, and administer, these solutions in a fast-paced collaborative environment
Work with a team of highly knowledgeable telecom and contact center professionals to provide our customers an exemplary level of support.
Design and Build configurations in solution applications, to support customer treatment, multi-channel queueing and dynamic skilling, and end point administration based upon the Business’s need to continually adopt to our customers’ requirements.
Work with various IT teams (Network, Security, Desktop, etc.) to support application level troubleshooting, application integration, changing business work environments, and deployment of new clients or applications
Manage open trouble tickets / issues daily, and will be expected to work with customers, vendors, peers, and other IT teams, to resolve these issues to our customer’s satisfaction.
Utilize collaborative tools to assess, communicate, and resolve issues. You will advocate for client users, and integrate user research into troubleshooting process, solutions design, and deployment planning.
You must have the ability to communicate effectively, to all levels of the PB organization, and to our customers. You also must have a strong working knowledge of the MS suite (outlook, word, teams, excel, and Visio) to be able to inquire, analyze, and communicate clearly

Qualifications & Skills required

4+ years of experience providing technical support and / or administering contact center applications; cloud or premise based VOIP, ACD, multi-channel, call recording & QA, dialer and campaign management, speech analytics, contact center metrics and reporting tools, E911
BS or AS in Computer Science or Electrical Engineering or equivalent technical school certification
General knowledge of most IT areas is required; application level troubleshooting, desktop applications (ex. MS Suite), networking, security, web, etc.
Strong analytical and organizational skills, a self-starter with the ability to communicate effectively from a work at home environment utilizing collaborative tools
Must be proficient in the MS Suite (Outlook, Word, Excel, Teams, Visio, PP, One Note, etc.)
Ability to understand and diagram cloud based and premise-based telecommunication and supporting network infrastructure and architecture
Working knowledge of PSTN carrier telecommunication and network solutions and protocols (ex. PRI, SIP, DID, MPLS, AVPN, VPN, SD WAN, etc.)
Preferred; knowledge of the following solutions, knowledgebase, process:
Cisco Unified Call Manager / UCaas / UCCE
VOIP phone creation and configuration
Route patterns, groups, and dial plans
ICM scripting & configuration
CUIC Metrics and Reporting
Knowledge of Cisco routing principles and components
Basic networking fundamentals
Genesys Pure Connect or Pure Cloud
Genesys cloud administration and configuration
Genesys CPC / ICCS
Administering CIC
RingCentral
RingCentral for MS Office
Large PBX (ex. Avaya, Cisco PB) administration, configuration, cable plant, FXO / SLI, power management
Strong desire to learn