Contact Center Systems Engineer

Key Responsibilities

• Support, troubleshoot, and optimize contact center operations with a primary focus on ACD platforms (Avaya preferred) rather than traditional PBX systems.
• Manage and troubleshoot complex call routing logic, IVR flows, call flow configurations, and system logs.
• Handle carrier-related operations and trunking, including SIP trunks, toll-free numbers, DIDs, DNIS, ANI, toll fraud prevention, and AT&T Route It usage.
• Monitor and troubleshoot voice quality factors (latency, jitter, packet loss), TCP/IP fundamentals, VoIP concepts (SIP, SRTP), and LAN/WAN basics.
• Perform root cause analysis, read troubleshooting traces, interpret basic XML, write SQL queries, and manage ODBC configurations.
• Participate in a 24x7 on-call support rotation, managing incidents, change management processes, and escalations under pressure.
• Track and document issues using ticketing systems (e.g., ServiceNow), monitoring tools, and reporting dashboards while maintaining runbooks and system diagrams.
• Collaborate with network, application, and business stakeholder teams to explain technical issues clearly to non-technical users.
• Ensure adherence to data privacy standards (PCI, PII, HIPAA), access controls, and compliance frameworks.

Qualifications & Skills

• ACD Platform Expertise: Strong hands-on experience with at least one enterprise ACD platform (Avaya strongly preferred), including deep understanding of ACD components, routing logic, and debugging.
• Telephony & Networking: Solid grasp of SIP trunking, toll fraud, carrier terminology, VoIP (SIP, SRTP), TCP/IP fundamentals, and call quality metrics.
• Data & Technical Tools: Proficiency in writing SQL queries, ODBC configuration, basic XML interpretation, and file transfer software.
• Integrations & Ecosystem: Familiarity with contact center integrations (CTI, VRU, call recording, WFM, SMS/Chat/Text) and ticketing systems like ServiceNow.
• Operational Acumen: Understanding of workforce management (WFM) concepts, SLAs, KPIs, performance monitoring (call volume, queue wait times, abandon rates), and basic ITIL procedures.
• Cloud & Infrastructure: Basic understanding of Windows PC environments and cloud/VM solutions (AWS or Azure).
• Soft Skills & Compliance: Excellent verbal and written communication skills, strong teamwork, and thorough knowledge of data privacy compliance (PCI, PII, HIPAA).