Contact Center Technical Engineer

Job Description

As a Contact Center Technical Engineer, you will be responsible for the installation, configuration, maintenance, and support of contact Center solutions to ensure optimal performance and reliability. Your role will involve working closely with clients and internal teams to resolve complex issues, implement new features, and enhance the overall functionality of our contact center systems.

Key Responsibilities:

• Installation & Configuration: Deploy and configure contact Center solutions (Avaya, Cisco, Genesys, Verint, Bright Pattern…) according to client requirements and industry best practices.
• Troubleshooting & Support: Provide technical support for contact center systems, diagnose and resolve issues promptly to minimize downtime and ensure high service levels.
• System Maintenance: Perform regular maintenance and updates on contact center systems to ensure they are up-to-date and functioning efficiently.
• Project Implementation: Collaborate with project managers and stakeholders to implement new projects or upgrades related to contact center technology.
• Documentation: Maintain detailed documentation of system configurations, troubleshooting procedures, and best practices.
• Training & Support: Offer training and support to internal teams and clients on the usage and troubleshooting of contact center systems.
• Performance Monitoring: Monitor system performance and provide recommendations for improvements to enhance system efficiency and reliability.
• Collaboration: Work with vendors and third-party service providers to resolve issues and implement new solutions as needed.
• Compliance & Security: Ensure that all contact center systems comply with industry standards and security policies.

Job Requirements

Educational Background:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Experience:

• Proven experience (typically 3-5 years) as a Contact Center Technical Engineer or in a similar role, with hands-on experience in Avaya, Cisco, Genesys, and/or Verint contact center solutions.
• Demonstrated experience in installing, configuring, and troubleshooting contact center hardware and software.
• Experience with network technologies and integration related to contact center systems.

Technical Skills:

• Contact Center Solutions: Proficient in Avaya, Cisco, Genesys, and Verint systems.
• Networking: Strong understanding of networking protocols and concepts (e.g., TCP/IP, DNS, DHCP, VPN).
• Operating Systems: Experience with Windows Server, Linux, and other relevant operating systems.
• Scripting/Programming: Familiarity with scripting languages (e.g., PowerShell, Python) for automation and troubleshooting.
• Database Knowledge: Understanding of databases and SQL for managing and querying contact center databases.

Certifications (Preferred):

• Relevant certifications in Avaya, Cisco, Genesys, or Verint (e.g., Avaya ACE, Cisco CCNP, Genesys Certified Professional).