Senior Customer Experience Services
2 weeks ago
ABOUT THE OPPORTUNITY
Must be a United States citizen holding Top Secret Clearance with full scope polygraph. This is an onsite role at the customer location so candidate must be located in or within a commutable distance to Fairfax, VA area. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Overall responsibility of developing testing strategy and plans with our client, cross-service teams and third-party partners. Requires a deep understanding and extensive experience with company's architecture, design, implementation and testing in support of architecture designs to be consumed for global deployments. It's a constantly evolving field, and the job requires someone who can stay on top of the latest trends and technologies.
- Experience working with company's CM implementation and service-related work
- Experience working in the support field and direct customer interactions
- Strong technical knowledge and experience with company's product portfolio
- Technical working knowledge and experience with Communication Manager, Session and System Manager
- Technical working knowledge and experience with Session Initiation Protocol
- Knowledge and experience with company's Contact Center portfolio
Requirements:
- Strong personal computer and business solution software skills in application administration, design and architecture
- Strong analytical and problem-solving skills for design, coordination and testing of applications
- Leadership skills to guide and mentor the work of less experienced personal
- Good communication skills to communicate with customers, support personnel, and management
- Ability to work in a team environment
- High tolerance for stressful situations
- Bachelor’s degree or equivalent years of experience.
- Must also have at least 5 years of professional experience in the related field
- Strong personal computer and business solution software skills in application administration, design and architecture
- Strong analytical and problem-solving skills for design, coordination and testing of applications Leadership skills to guide and mentor the work of less experienced personal
- Good communication skills to communicate with customers, support personnel, and management
- Ability to work in a team environment
- High tolerance for stressful situations
- Bachelor’s degree or equivalent years of experience.
- Must also have at least 5 years of professional experience in the related field
- Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network to include patching, upgrading, and introduction of new products to enhance their telecommunication posture.
- Monitor, manage, and maintain voice call flow traffic across more that 300 TDM-PRI/H.323/SIP trunk groups connecting to products as well as other telecommunication platforms.
- Migrating call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR/ARS Analysis/Conversion tables and Route Patterns.
- Monitor, manage, and maintain a bash script application to assist end users administer their login accounts in hundreds of company and non-company servers.
- Manage dozens of non-person accounts in hundreds of company and non-company servers that perform automated functions for the customer.
- Work with the customer's O&M Team and various other organizations to troubleshot and maintain reliable talk paths between voice networks.
- Produce and maintain various eDocuments (MSWord, Excel, Visio, PowerPoint, etc) capturing how to manage and maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
- Respond to requests, from O&M technicians or voice engineers, for assistance on performing administrative task and conducting troubleshooting actions.
- Train newer voice engineers on how to perform most of the tasks listed above.
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