Ethix Solutions Incorporated is the leader in the field of information technology (IT) consulting and solutions. With a national presence in most major cities throughout North America, Ethix Solutions has the reach to deliver IT services in virtually any major metropolitan area in the US.  Ethix Solutions works with a large and select group of growth companies in numerous vertical markets ensuring our consultants have only the “cream of the crop” opportunities to choose from.

With a wealth of experience in Information Technology Recruiting, Ethix Solutions has expertise in virtually all technology disciplines. Please send your resume to resumes@ethixsolutions.net to be considered for this opportunity.

Our client is seeking a Voice Engineer that will work heavily in their contact center environment.  Must have heavy Contact Center experience.

Summary: 

Responsible for design, installation and support of telephony and contact center services including applications, hardware, and converged solutions.  The Engineer will work closely with other Information Technology and Business teams to help define and document solution requirements.  This individual will also ensure that solutions are thoroughly documented and consistent with company’s long-term roadmap for telephony and contact center capabilities.  The engineer will drive continuous improvement within the organization by focusing on increased automation, improved business delivery and tracking and reporting of change with strict adherence to defined change management and production release management processes. 

This individual must be a highly effective communicator (both verbal and written) and possess excellent analytical and problem-solving skills.  A service-oriented attitude with the ability to multi-task, organize and re-reprioritize work in a dynamic, fast-paced environment are essential traits.  The prospective candidate is a self-starter, performing day-to-day tasks with minimal supervision but working effectively with immediate and cross-functional team members.  Key tasks include:

·       Day-to-day support for telephony and contact center solutions

·       Provide input to and review of technical design documents and long-term strategies

·       Design and execute test plans to ensure solution integrity and production readiness

·       Conduct proof-of-concept and lab activities to include interoperability testing, quality metrics, load/stress testing, functionality testing.

·       Maintain end-to-end understanding of existing technologies and services and their use within the business

·       Coordinate new installations, upgrades, enhancements with internal and external teams.

·       Ensure compliance with contractual and regulatory requirements for voice and application services.

·       Create and maintain productive relationships with service, application and hardware suppliers

·       Perform proactive traffic and utilization analysis to trend and predict service consumption and growth.

·       Provide regular analysis of system and service performance and make recommendations for improvement or redesign as needed

·       Investigate and assist in resolution of service problems

·       Provide post-mortem support to determine root cause of service interruptions and make recommendations on changes needed to prevent recurrence.

·       Update or create documentation to reflect changes to processes, infrastructure, call flows, etc. 

Education:

·       Bachelor of Science or equivalent experience: College degree majors: Information Systems, Computer Science

·       Master of Science or equivalent experience: College degree majors: Information Systems, Computer Science preferred

·       Certifications: ITIL Foundation, Cisco, Avaya preferred           

Experience:

·       5+ years experience as a telecommunications technical leader assisting in the development of technology roadmaps and strategic plans

·       8+ years of demonstrated working knowledge and design experience with telecommunications and contact center services including PBX, ACD, CTI, IVR, voicemail, skills-based routing, call accounting and quality monitoring systems

·       5+ years of recent experience in an enterprise call center environment utilizing Avaya Definity and Communication Manager platforms, CMS, CTI (Avaya IC preferred), and QM (Nice preferred)

·       2+ years of experience with VoIP implementations, SIP trunking, IPT converged solutions, Voice/Unified messaging           

Knowledge/Skills/Abilities: 

Contact Center Technologies

·       Avaya PBX and ESS configuration experience

·       Dial plans, Vectors, Agents/skills, DNs, VDNs

·       Coverage paths, hunt groups, ANI, DNIS, IVRs

·       Predictive Dialers (Avaya and Genesys preferred)

Communication standards

·       T1/E1, ISDN-PRI

·       Common voice CODECs (G.732, G.729, G.711, G.703)

·       Common protocols (H.323, H.248, SIP)

·       Thorough understanding of TCP/IP

·       Basic knowledge of routing, switching, QoS

·       Basic knowledge of shell scripting and Unix

Other (Process/Discipline)

·       Change Management

·       Technical Writing and Documentation

·       Strong dedication and customer service and communication

Communication & Commitment

·       Superior communication skills with the ability to present technical topics to technical and non-technical audiences, scaling from engineer/developer to executive level clients.

·       Thought leader of telecommunications and contact center best practices and mentor of colleagues to improve the quality and timeliness of solution delivery.

·       Demonstrated personal commitment to continuous improvement of business and technical skills, including the ability to learn and apply new technologies and techniques.

·       Strong service attitude and passion for excellence.