Vacancy expired!
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.
- 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.
Vacancy expired!