Call Center Engineer (ACD Specialist)

Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. They are seeking a skilled Call Center Engineer with strong experience in ACD platforms to support and optimize contact center operations.

Responsibilities:

• Troubleshooting call routing
• Managing IVR flows
• Ensuring high availability of voice and digital channels
• 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 Its 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 includes 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

Requirements:

• 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 Its 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 includes call volume, queue wait times, abandon rates, etc
• Understanding of basic workforce management concepts, service level agreements, KPIs
• Basic Windows PC skills
• 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 preferred
• Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure