Avaya/Contact Center Engineer

TEKsystems
$70.00 - $75.00 / hr
United States, North Carolina, Charlotte
Nov 19, 2024
Candidates must be able to work on W2, no C2C at this time Hybrid Work Schedule: 2-3 days onsite - Charlotte, NC We are seeking a professional engineer with in-depth knowledge of Contact Center systems. This position will be part of the Real Time Collaboration Contact Center Engineering team, directly supporting Architecture and Engineering functions for Contact Center products and solutions. The individual in this role will be responsible for the development of program schedules, program tasks, communication materials for senior leadership, and Contact Center engineering documentation for fast-moving programs. Key Responsibilities: * Implement and program systems using approved engineering plans. * Provide program guidance and develop program timelines from an engineering perspective in partnership with our program * delivery team. * Directly support business-initiated projects. * Communicate with leadership on the status of programs and open issues. * Assist in the development of project supporting documentation/information, including Bill of Materials (BOMs), cost estimates, and equipment placement requests. * Provide local software and hardware support requiring complex integrated configurations in areas such as Avaya * Communications Manager and Avaya PBX (call routing, AES, CMS, one-X), LAN/WAN, VoIP, SIP, Session Management, and Avaya Media Server. * Develop and write procedures/documentation for the installation and configuration of Avaya Communication Manager, Avaya Session Manager, Avaya Media Server, Avaya Application Enablement Servers, and Avaya Call Manager Server. Professional Competencies (Must Haves): * Extensive PBX/ACD programming experience on Avaya ACM, with a working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles, and implementation. * Excellent customer service skills, including reporting, organization, written and oral communication, and task * prioritization. * Experience in program communication and program management. * Strong communication skills, including proficiency in PowerPoint, Visio, and structured program updates. * Highly motivated and self-directed individual. * 8+ years of Call Center experience. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.