Senior Call Center Engineer

2 days ago


Durham, North Carolina, United States Procom Full time
Job Title: Senior Call Center Engineer

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada. With a strong presence in the industry, we are seeking a highly skilled Senior Call Center Engineer to join our team.

Job Summary:

We are looking for a technical leader to provide expert consultation in the design, development, and implementation of Contact Center technology products and systems. The ideal candidate will have a deep understanding of enterprise system interactions and integrations, as well as experience with Genesys 8.x Framework, Avaya ACD, and Cisco telephony systems.

Key Responsibilities:
  • Design, develop, and deliver production contact center applications, systems, and products in a multi-platform and converged environment.
  • Develop standards for the enterprise contact center architecture.
  • Participate in the development of contact center technology strategies that conform to IS enterprise architecture patterns and strategies.
  • Collaborate with business partners to design contact center solutions that are aligned with business objectives.
  • Act as a senior-level resource to the contact center engineering staff to ensure contact center technology standards and service delivery quality standards are adhered to by all staff.
Requirements:
  • Professional knowledge and experience in the design, configuration, and implementation of Genesys 8.x Framework, URS, Tserver, Datamart, Infomart, Contact Center Analyzer, Call Concentrator, Stat Server, Genesys high availability architecture, Multi Channel Routing (MCR), Web Chat, Email Routing, GPlus Adapter for Siebel.
  • In-depth knowledge and experience with Avaya ACD (EAS), IVR, CMS, CentreVu, Vectoring deployed on Avaya's Communication Manager platform, AT&T Route IT, Toll free routing with advanced features.
  • Experience with call center (ACD & Vectoring), workforce management, IVR, CTI, speech recognition, quality monitoring, skills, Intelligent Call Routing, IXC/LEC routing methodologies, and experience with Avaya, Genesys, or Cisco telephony systems related to contact center applications are preferred.
Preferred Qualifications:
  • Genesys 7 or 8 GCP-CIV or Genesys GCP-DIV or Genesys GCP-CVE Avaya ACS Design-Contact Center or Cisco CCNA certifications or above.
  • Experience in the Healthcare industry and compliance with State and Federal regulations including HIPAA, DOI, COBIT, SOX is a plus.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced Senior Call Center Engineer looking for a new challenge, please submit your application today.



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