Contact Center Engineer - (Avaya, Genesys or Cisco)
Location:
Bentonville , Arkansas
Posted:
November 03, 2016
Reference:
5811928
TEKsystems is currently seeking a mid level to senior level Contact Center Engineer or UCCE Engineer to plan, build, design, deploy and support their Contact Center environment. They are currently running on Avaya and want to get their environment over to Cisco/Genesis focused. They will consider anyone with a background supporting a Contact Center in (Avaya, Genesis, or Cisco). The understanding and aptitude of the high level concepts are what they are really seeking. They will train these individuals on the technologies that they are supporting or lacking.

Key Technologies:
Genesis
Avaya
Cisco
IVR Scripting
CUCM
CTI
VOIP
SIP
UCCE
PBX
Contact Center Experience

Responsibilities:

The Contact Center Engineer is responsible for the design, development, and maintenance of unified communications routing and reporting on the Genesys and Cisco systems in the customer environment. The Engineer is expected to be a subject matter expert in one or more technical areas related to the systems used to route and report on the contact center groups and users.

Responsibilities:
Troubleshoot and resolve phone system, unified communications routing and reporting issues to maintain business operations and contact center reporting.

Design and develop engineered solutions using contact center technologies and techniques.

Measure and analyze the business impact of Telecommunication technologies and report on implemented call center projects.

Work with all levels of management to assist with solutions and roadmap planning related to the use of contact center technologies in the lines of business.

Collect and analyze information on call center operations to maximize efficiency.

Using Database analytic tools, generate and analyze reports for their assigned bus units.

Contact Center Administration: Assist administrators with the change requests for new and existing contact centers as required.

Qualifications:
A four year degree from an accredited university in Industrial Engineering, Computer Science, Computer Engineering and up to six months relevant experience, or a combination of education and experience.
Basic understanding of Telephony systems, contact center operations, and/or programming techniques.
Preferred skillsets - Genesys telecommunication systems, Cisco unified communication platform, CUCM, Avaya contact center, strong analytical skills, MS Office.

About TEKsystems:

Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems.com for other accommodation options.

A little about us:
TEKsystems provides corporations with IT staffing, talent management expertise and IT services, enabling them to meet their business objective.

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