Contact Center Infrastructure and Operations Engineer responsible for connectivity within the client's enterprise contact center environment in support of the regional business requirements. Areas of focus will include day to day telephony setup, modification and troubleshooting of the IVR and routing logic; coordination of site launches; collaboration with other business units on joint projects or goals; and special project or business needs as they arise.
Day to Day operational administrator for the global telephony enterprise
Represent the current telephony solution to project teams, business partners and other divisions within the region
Work with internal teams to define project requirements and expectations as telephony subject matter expert
Perform user acceptance testing on telephony environment, routing solutions and specialist tools
Manage regionally focused projects of varied size, set priorities and create measures to define success
Work with peer groups to determine how projects or changes may impact other global cross-functional teams
Tier 2 operations support for the contact center operations teams
Support for vendor site locations across multiple countries
May require on-call duty and non-standard hours
The qualified candidate must have the following skills and experience:
Experience with contact center platforms: Genesys voice and/or multimedia solutions, SIP environments, network infrastructure, IVR speech call steering, contact routing, real time and historical reporting, WAN/LAN, custom built applications
Contact center engineering role or experience preferred
Experience with Carriers or Network services
Excellent leadership skills, the ability to work in a dynamic environment and be able to adapt to sudden changes
Strong understanding of the full lifecycle project process including understanding business and functional requirements, developing details business requirements, technical design reviews and implementing sustainable solutions
Strong problem solving and analytical skills and the ability to manage thru crisis conditions
Must be highly collaborative and able to work with different teams
Must be able to brainstorm and communicate technology ideas and issues with peers and business partners
Ability to work independently or with minimal supervision
Job Title: Voice Engineer
Location: London, UK
Job Type: Contract
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