Call Center Engineer (ACD Specialist)

United States of America

Full Time

4 hours ago

H1B Sponsor Likely

Key skills

ACD platformsAvaya ACDCall routing logicCall flow configurationCTIVRUCall recordingWorkforce managementSMSText messagingTroubleshooting call tracesIVR troubleshootingIVR designSIP trunkingToll fraud knowledgeCarrier terminologyAT&T Route ItTCP/IP fundamentalsVoIPSSIPSRTPLAN/WAN basicsCall quality factorsODBC configurationSQL queriesXML interpretationMicrosoft OfficeFile transfer softwareITIL processesIncident managementChange managementEscalation handlingServiceNowReporting dashboardsRoot cause analysisLog analysisSystem alerts interpretationPerformance monitoringQueue managementService level agreementsKPIsWindows PC skillsVM solutionsAWSAzureData privacyPCI compliancePII complianceHIPAA complianceAccess controlPermissions managementDocumentation writingClear verbal and written communicationSQLChange ManagementCommunication

About this role

Allwyn Corporation is seeking a skilled Call Center Engineer with strong experience in ACD platforms to support and optimize contact center operations. This role involves troubleshooting call routing, managing IVR flows, and ensuring high availability of voice and digital channels.

Responsibilities:

Troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts
Performance monitoring including call volume, queue wait times, abandon rates, etc
Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts
Understanding of basic workforce management concepts, service level agreements, KPIs
Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.)

Requirements:

Strong experience in ACD platforms (preferably Avaya)
At least one ACD platform experience required including understanding of ACD platform components, call routing logic and call flow configuration and debugging
Understand call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc
Ability to read troubleshooting traces
IVR troubleshooting and basic design understanding
Trunking (SIP trunks) and toll fraud knowledge including carrier terminology including toll-free numbers, DID numbers, DNIS, ANI, etc. plus AT&T Route It usage knowledge
Basic network knowledge including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics and understanding of call quality factors (latency, jitter, packet loss)
ODBC configuration and writing SQL queries
Basic XML review and interpretation
Microsoft office knowledge plus file transfer software
Basic ITIL processes and procedures along with incident management, change management, escalation handling and ability to work under pressure in real-time environments
Experience with ticketing systems such as Service Now, monitoring tools and reporting dashboards
Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts
Performance monitoring including call volume, queue wait times, abandon rates, etc
Understanding of basic workforce management concepts, service level agreements, KPIs
Basic Windows PC skills
Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure
Must be a team player and willing to share information freely
Clear verbal and written communication skills, ability to explain technical issues to non-technical users and collaborate with network teams, application teams and business stakeholders
Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.)
Understanding of data privacy (PCI, PII and HIPPA), access control and permissions and following compliance standards
Avaya ACD experience