Senior I3 Telecom Engineer - Fulltime/Permanent

Description:

Purpose of the Position

I3 Senior Telecommunications Engineer position is responsible for the 24/7 support and assistance with implementation of all Telecom and Contact Center related services. This hands-on position will be required to make technical decisions and work closely with cross functional IT and Operational groups.

Our ideal candidate will be a technically competent, hands-on self-starter with strong communication skills and work with other groups in a growing company. Must maintain work efficiencies and responds to a changing environment. The candidate must analyze outcomes, and adjust strategies, and tactics in situations where current approaches are ineffective. The candidate must be able to work with multiple project teams simultaneously and thrive in fast-paced, dynamic environment.

Primary Duties and Responsibilities

•Supports Telecom Department goals and objectives

•Provide quality Contact Center support with a high degree of customer service, technical expertise, and timeliness. Research, resolve, and respond to questions received via telephone calls, email, web, and web chats in a timely manner, in accordance with current standards and SLA’s.

•Provide second level support for all Contact Center, Telecommunication and carrier related issues. Work with minimal supervision and be able to debug, diagnose, and resolve problems reported to the Telecom department

•Provide Telecom and Contact Center systems administration. Perform agent configuration, moves, add and changes.

•Sets appropriate customer expectations and fulfill customer commitments.

•Translate operational / business unit needs into technical requirements. Has the ability to make technical analysis and provide recommendations to stakeholders.

•Provide feedback for potential design changes, identify opportunities to gain efficiencies and / or improved delivery of service thru process automation and self-service applications.

•Ability to be on call and function in a 24/7 Environment. Perform onsite and remote maintenance after hours. Apply software patches and upgrades for Production, Lab and DR Telephony Systems.

•Work in a team environment as a member of Contact Center / Telephony related projects.

•Maintains databases, documentation and conducts periodic audits with operations to ensure agent data, hours of operations, and expected customer experiences are correct.

•Conducts appropriate change control documentation and performs configuration updates, maintenance and support for various telecommunications applications.

•Troubleshoots / coordinates with vendors on Contact Center telephony issues.

•Ability to mentor / coach business units on successful use of I3 and Contact Center telephony applications in a Contact Center environment to meet KPI’s

•Job Competencies: Achieve results; Accountability; Maximize customer experience; Adaptability; Information gathering; Planning and organizing; Technical experience.

Education/Experience

•Minimum of three years I3 SIP Telephony experience.

•Minimum of three years’ experience in high volume, blended, multi-site Contact Center.

•Minimum of two years’ experience providing Tier 2, I3 support.

•Experience with Interaction Dialer / Scripter.

•Experience with Handler development.

•Familiarity with I3: Interaction Web Portal / Marque; Interaction Feedback / Post Call Survey; Interaction Mobilizer; Interaction Optimizer; Interaction Monitor; Interaction Process Automation; e-FAQ; and Interaction Analyzer.

•Experience with integration / interoperability with the following technologies: Workforce Management; Multichannel Analytics; Call and screen recording / Quality Management; Enterprise wide data warehouse reporting; Mobile / Smart phone applications; Customer Chat; Knowledge Base Management; Social Media Mining; SMS integration; Video Chat integration; Lync Integration; System Monitoring, and Reader boards.

•Working knowledge of Server 2003 / 2008, SQL Server and Microsoft Office Suite: Excel, Word, Visio, Access and PowerPoint.

•Associate Degree and or equivalent work experience in a technical discipline.

•I3 Certifications.

Associated Knowledge, Skills & Abilities

•Flexibility to work evenings and weekends as needed.

•Experience in the post-secondary education field, preferably for profit.

•Exposure to student information systems such as CampusVue, or Banner.

•Experience with AudioCodes or similar media gateways.

•Experience with Integration of CRM systems into the CIC platform.

•Knowledge of VoIP, IVR, Video Conferencing, mobile technologies, and CTI systems.

•Knowledge of Autonomy and Loquendo, telephony integrations.

•Experience with I3: Administrator; Attendant;

•Experience creating and writing Crystal Reports. .

•Advanced Knowledge of analog, digital, optical, and VoIP Telephony services

Qualifications

Education/Experience

•Minimum of three years I3 SIP Telephony experience.

•Minimum of three years’ experience in high volume, blended, multi-site Contact Center.

•Minimum of two years’ experience providing Tier 2, I3 support.

•Experience with Interaction Dialer / Scripter.

•Experience with Handler development.

Additional Information

All your information will be kept confidential according to EEO guidelines.