This is an awesome opportunity for a Contact Center Engineer that wants to work for a very stable company and report to one of the best managers in the industry. The company has been successfully in business for many years and offers GREAT benefits, relocation assistance and a very competitive salary.
Must haves to be considered for this role: Advanced knowledge of Nortel / Avaya Contact Center release 6.0 or Avaya Aura Contact Center 6.2, Multimedia, Scripting, and Call Recording. Candidates without this knowledge won't be considered for this role.Responsibilities will include but are not limited to: - Design, program and perform configuration changes to routing of contact center contacts (including inbound, outbound, email and chat) within CCMM and CCMS
- Programming support (including changes) in the CCT configuration
- Administer changes in Qfiniti system
- Troubleshooting and support of contact center applications at both the application/server level and desktop level including escalating issues to the vendors for resolution
- Create and Maintain process documentation of contact center components
- Interface with the customer and be able to gather requirements, consult and provide solutions and input in layman’s terms to the business
- Build toll free call routing including percentage allocation and hosted voice menus
- Perform troubleshooting on Call Center systems, IVR, PBX, Voice Mail systems and Voice infrastructure
- Provide on call responsibilities on a rotational basis for contact center technologies
- Work on and/or manage multiple projects, while delegating and tracking multiple tasks
- Identify and recommend improvements
- Accountable for following Change Management process and other operational processes
- Escalate service issues where necessary to the appropriate vendor, providing customer updates
Required Qualifications: - 5+ years supporting contact center technology – specifically Nortel CCMS, CCMA
- 2+ years supporting Contact center multimedia (including outbound, email and web chat) & CCT
- Experience with Nortel CallPilot
- Experience supporting and maintaining a CRQM
- Experience with Telephony Manager (call accounting software)
- Experience supporting CTI screen pop applications
- Experiencing supporting WFM applications
- Experience supporting VoIP solutions
- General knowledge of contact center technologies and trends including IVR, ERMS, web chat, click to call, universal queue
- Must be able to work in both a team environment as well as an individual
- Good interpersonal skills
- Must have attention to detail
- Excellent verbal communication skills
- Knowledge of business needs and ability to translate into technical solutions
- Experience with implementing process controls and documentation including call flows and process maps
- Experience with Microsoft office, Visio, MS Project & Powerpoint
- Must be willing to work nights & weekends as needed
- During on-call rotation, must be available 24X7
Preferred Qualifications: - Experience with Contact Center 6.2 and Avaya Aura Contact Center (NGCC)
- Experience supporting Qfiniti call recording (including masking & muting technologies), speech analytics, survey, elearning & knowledge tool
- Experience supporting Pipkins WFM – including agent notification and RTA
- Experience supporting Right Now Technologies email response management
Visit us on the WEB at www.catapultresources.com or email a WORD resume to jobs@catapultresources.com