| Urgent Requirement - Senior Telephony Systems Engineer - Remote at Remote, Remote, USA |
| Email: [email protected] |
| From: Ben, Spar Info Sys [email protected] Reply to: [email protected] Job Title: Senior Telephony Systems Engineer Job Location:- Remote Duration- Long Term contract Open to C2C Note:- Candidate should have experience working on Genesys Pure Cloud implementation. Job Description Responsible for the day-to-day operation, support, and configuration of the corporate VoIP telephony systems and their related subsystems. Plans, designs, implements and documents changes to existing systems to meet business requirements. Ensures maximum up time of systems by proactively monitoring performance and adjusting as needed. Works directly with all departments and senior management to ascertain and implement changes quickly in order to meet the changing needs of the company. Candidate should be ready to work during Onsite hours ESSENTIAL DUTIES AND RESPONSIBILITIES: Monitors the various systems related to the telephones to ensure optimum performance and maximum up time. Provides level 3 support for user issues that level 1 and level 2 cannot handle. Configures and maintains the auto dialer to ensure maximum dialing with minimum abandoned calls. Monitors and troubleshoots the outbound campaign dialer and paces dialing in alignment with available resources at the contact center level. This includes campaign max lines available, leads ingestion to dial, scheduled callbacks and associated callback cadence. Configures the Interactive Voice Response (IVR). Troubleshoots telco carrier issues, ports telephone numbers from one carrier to the VoIP cloud, builds new toll-free number call flows and opens trouble cases with carrier support as needed. Configures and maintains the Automatic Call Distribution (ACD) to ensure proper delivery of all calls to the appropriate agent. Build ACD groups, agents, call flows. Assigns the various ACD licenses and proactively monitors the available license pool to ensure enough are available to sustain projected company growth. This includes ACD Reporting, both real-time and historical, as well as SMS, Chat, chatbot, email routing and various omni-channel contact center capabilities. Configures cloud VoIP with new users, workgroups, skills, etc. as required by the business. Configure shared fax mailboxes, assist in API configurations, and understand the VoIP user interface at an expert level. All the above is accomplished within established SLAs, KPIs and Change Control Board processes and procedures. 11. May assist in on-call schedule from time to time. Carries a personal cell phone to be available for afterhours emergencies. Assigns the various ACD licenses and proactively monitors the available license pool to ensure enough are available to sustain projected company growth. Performs other duties and projects as assigned. ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES: Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position. Good working knowledge of SQL, APIs, and databases. Intermediate knowledge of networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP. Advanced skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, Visio and Outlook. Advanced math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs. Effective organizational and time management skills. Exceptional verbal, written and interpersonal communication skills. Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments. Ability to troubleshoot issues on a live production system. Ability to organize and prioritize work schedules on a short-term and long-term basis. Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations. Ability to work with little to no supervision while performing duties. Experience in the Mortgage industry preferred. Contact center, Genesys Cloud, Genesys Interactive Intelligence, Auto Dialer, IVR, and/or VoIP experience preferred Keywords: |
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| Mon Oct 23 21:54:00 UTC 2023 |