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Manhattan, New York, NY Full Time Posted: Friday, 17 February 2017
 
 

Salary: Confidential

Employment Type

  • Permanent

  • No remote. Candidate needs to be on site for the duration of the assignment

Location

  • Manhattan, NY

Responsibilities

  • Architect solutions and oversee implementation of new Contact Center applications.

  • Design and develop IVR Call Flows, Multi-Channel Routing, and other aspects of the Avaya and Genesys Framework.

  • Demonstrate good understanding of Genesys (CTI) infrastructure.

  • Maintain and manage Genesys Routing, Framework and reporting.

  • Assist end users with Genesys Contact Center tools, operations and deploying best practices.

  • Participate in building the technology roadmaps for Genesys Contact Center and other voice technologies at HSS.

  • Consult with department heads on ways to optimize customer service delivery.

  • Assist in the planning, design and implementation and provide ongoing support of complex Avaya Telecom solutions.

  • Build and maintain relationship with IT vendors and partners.

  • Provide high level of technical consultation and recommendations to management team to increase effectiveness of organization and technology solutions.

  • Provide technical support to departments and technical teams to resolve Telecom issues.

  • Work with other voice and network engineers to translate business requirements into technical specifications.

Desirable skills and experience

  • 7+ years-related experience.

  • Experience in supporting call center routing strategies and have knowledge of Genesys reporting, URS routing, SIP and GVP technology.

  • Experience in building Genesys routing solutions in an Avaya PBX.

  • Familiar with creating customizing reports on Genesys Real Time and historical reporting.

  • Knowledgeable of Avaya Aura Solutions (Communications Manager, System/Session Manager.)

  • Works with Avaya Aura Messaging.

  • Thorough understanding of Avaya Aura Contact Center applications.

  • Knowledge of SIP technology and connectivity.

  • Has worked with Quality Monitoring and Workforce Management.

  • Familiar with large scale IP voice networks.

  • Familiar with systems managements: Linux and Windows Servers, Scripting, log management, software distribution and patch management processes.

  • Understanding of documentation standards, network and call flow diagramming.

  • Demonstrates strong business acumen - excellent communication/presentation skills including public speaking.

  • Strong project management, interpersonal and leadership skills.

  • Ability to work independently as well in a team environment.

  • Ability to communicate well with technical and non-technical users.

  • Must have excellent computer knowledge and be very familiar working with using Microsoft Office Suite, including Visio and Project.

Senior Contact Center Engineer- 2016-8238

Employment Type

  • Permanent

  • No remote. Candidate needs to be on site for the duration of the assignment

Location

  • Manhattan, NY

Requirements:

  • College degree preferred and/or industry/vendor certifications in relevant technologies.

Please email your word copy of your resume.

Boston Services is an Equal Opportunity Employer and uses e-verify to check employment eligibility.

 



Manhattan, New York, NY, United States of America
IT
The Job Jobber
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JS24411646
2/17/2017 1:04:15 AM

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