Telecom Engineer - Groveport Ohio

Telecom Engineer - Groveport Ohio

02 Jun 2022
Ohio, Groveport, 43125 Groveport USA

Telecom Engineer - Groveport Ohio

Title : Telecom Engineer Duration: 12 Months
Location: Groveport Ohio
Description: What you'll do
We seek a resourceful Telecom Engineer to support our NICE InContact Contact Center as a Service (CCaaS) Global Contact Center environment and assist with the migration to the NICE cloud environment. The ideal candidate will have previous experience in supporting a complex global contact center environment with proven ability to ensure high levels of availability. Knowledge and experience with Avaya Contact Centers, and CCaaS a plus. Must have a customer service frame-of-mind, enjoy working in a fast paced, team-oriented environment, and have good organizational and communication skills. Self-motivated, flexible, and able to occasionally work under pressure is key to this role. Some off-hours and weekend support are periodically required.
Specific duties and responsibilities include, but not limited to:

  • Responsible for daily operations and performance of a centralized legacy global NICE InContact cloud environment.
  • Work with a team of engineers building, configuring, implementing, and supporting the move from on-prem to CCaaS solutions across Gap global enterprise.
  • Troubleshooting all aspects of CCaaS suite - call routing, recording, WFM, and analytics.
  • Ability to participate in cross-functional teams and ability to work effectively in a geographically dispersed team.
  • Prepare and maintain documentation of contact center CCaaS environment.
  • Research, evaluate and integrate new technologies to improve performance, efficiency, and reliability of call center environment.
  • Collaborate with internal customers in order to analyze their business requirements and offer comprehensive solutions utilizing current and potential Contact Center technologies.
  • Assist in management of vendors in order to facilitate the support for products and service from vendor.
What qualifications will you need to be successful?
  • Relevant Bachelor's degree or equivalent experience.
  • 5+ years professional experience in IT Telecom and Contact Centers.
  • Experience operating large, high-availability, redundant Contact Center environments.
  • Strong working knowledge of all Contact Center technologies.
  • Skilled in telecom planning, project planning, system installations.
  • Advanced troubleshooting and diagnostic skills.
  • Excellent communication and customer service skills with a natural aptitude for dealing with people.
  • Excellent time management skills must be capable of multi-tasking in a high workload environment.
  • Experience with migration from on-prem systems to CCaaS platform a plus.

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