Customer Experience Services Sr. Consultant

2 weeks ago

Fairfax, United States 77 Consultants Full time
Job DescriptionJob DescriptionOverall, the role requires taking charge of developing testing strategies and plans in collaboration with our client, cross-service teams, and third-party partners.
It demands a deep understanding and extensive experience with client architecture, design, implementation, and testing to support architecture designs for global deployments.
The job requires staying updated with the latest trends and technologies in this constantly evolving field.

Key responsibilities include experience with client CM implementation and service-related work, working in the support field with direct customer interactions, and possessing strong technical knowledge of the client’s product portfolio.
Additionally, the role requires technical working knowledge and experience with Communication Manager, Session, and System Manager, as well as technical working knowledge and experience with Session Initiation Protocol.
Knowledge and experience with the client’s Contact Center portfolio are also essential.

Other required skills include strong personal computer and business solution software skills in application administration, design, and architecture.
Strong analytical and problem-solving skills for the design, coordination, and testing of applications are also necessary.
Leadership skills are essential for guiding and mentoring less experienced personnel.
Good communication skills are needed for interacting with customers, support personnel, and management.
The ability to work in a team environment and a high tolerance for stressful situations are also required.
A bachelor’s degree or equivalent years of experience is necessary.
The role also involves providing technical guidance and advice for the operations and maintenance of the customer's expansive voice network.
This includes patching, upgrading, and introducing new client products to enhance their telecommunication posture.
Responsibilities also include monitoring, managing, and maintaining voice call flow traffic across numerous PRI/H.323/SIP trunk groups connecting to client products and 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 is also part of the role. Additionally, managing a bash script application to assist end users in administering their login accounts in hundreds of client and non-client servers, as well as managing dozens of non-person accounts in hundreds of client and non-client servers that perform automated functions for the customer.
The role also involves working with the customer's O&M Team and various other organizations to troubleshoot and maintain reliable talk paths between voice networks. Producing and maintaining 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 is also a key responsibility.
Furthermore, responding to requests from O&M technicians or voice engineers for assistance on performing administrative tasks and conducting troubleshooting actions, and training newer voice engineers on how to perform most of the tasks listed above are also part of the role.

Qualifications:
Must-Haves:
- Top Secret Clearance with full scope polygraph.
- Located within a commutable distance from Fairfax VA, as no hybrid work schedule is available.
- At least 5 years of professional experience in the related field.
- Experience working with client CM implementation and service-related work.
- Strong technical knowledge and experience with the client’s product portfolio.

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