Telecom Engineer (Clifton)
Employment Type: Full-Time
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Telecom Engineer - Montvale, NJ Location - Montvale, NJ Looking for a seasoned Telecom Engineer with experience delivering reliable and effective contemporary voice architecture and contactcentertechnology solutions for a highly customer focused enterprise. The voice and omnichannel contactcenterstrategies and solutions are becoming increasingly critical to the overall business strategies of customer focus, operational efficiency, digital transformation and customer experiences. Because of this, we are looking for a voice/contactcenterhands-on engineer that can provides engineering support and consultation for the design, development and implementation of technical solutions within the company's telephony and contact center telecommunications environments within a complex multi-location and multi-vendor infrastructure. As part of the Telecom Engineering team, this position will assist in researching, planning, building, deploying and improving solutions within the overall voice and contactcentertechnology ecosystem including phone & messaging platforms, IVR, call routing, location(s) and configuration of related servers & equipment to support our enterprise business operations. This position entails support for voice applications including contact centers and dial tone Participation in testing, product development, in-depth troubleshooting. Support of in-house and third-party contactcenterapplications. Primary Job Duties & Responsibilities Strategic thinker and partner to technology leaders and business partners. Architect and design the future for our contact center using cloud-based solutions (inbound / outbound, IVR, Workforce Management SIP,CTI Integration, Call Recording, Analytics) Demonstrate deep understanding of customer service domain, architecture and contact center platforms, tools and technologies (use of full suite of products such as NICE InContact, 8x8, Vonage) Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics Excel at presenting new technology ideas to Contact Center leadership and customers 3+ years' experience as a contact center solution lead designing, architecting, and implementing contact center technology (example: Preferred InContact, 8x8, Vonage Ring Central and Talk Desk etc.) Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc. Extensive experience in Contact Center Production Operations, Contact Center Technologies and Contact Center strategies. Understanding of business processes and (digital) transformation and how they relate to customer experience technology Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountability and expectations Experience with one or multiple telephony and contact center technologies such as InContact, 8x8, Vonage Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff. Well versed with omni-channel technologies Solid understanding of contact center telephony markets, contact center designs and personalized IVR experience. Strong business acumen, including domain-specific knowledge of the company and its business units Knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others
Associated topics: analog, cable technician, circuit, network, nortel, opnet, soc, system analyst, system engineer, technical
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