Job Title: Telecom Engineer
Duration: 09 Months
Location: Groveport, Ohio (hybrid-remote)
WFH available due to COVID: Yes - this is a hybrid-remote position
Job Description:
Roles & Responsibilities:
- 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.
- 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 analyse 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.
Qualifications:
- 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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