Sr. Contact Center Engineer at The Judge Group Inc. in Philadelphia, Pennsylvania

Job Description:

Location: Philadelphia, PA

Description:
Judge Healthcare is currently seeking a fully Remote Sr. Contact Center Engineer for one of our top healthcare clients in the Greater Philadelphia area.



Job Details:

• 
  Location: Remote, but candidate must live in PA, NJ or DE
• 
  Job Type: Permanent
• 
  Hours: 8:00am - 5:00pm / Monday - Friday

Responsibilities:

• Develop integration plans and documentation as well as hands-on engineering of all voice, contact center, and integration components in a project.


• Participate in the concept, design, integration, validation, and implementation of cloud/premise-based voice, contact center, and integration engineering tasks or projects.


• Support IT initiatives including strategic planning and project leadership.


• Provide technical support and operational assistance as required for project implementation, turn-up, and post-cutover support.


• Provide system life cycle support planning including impact analyses, cost analyses, requirements analyses, design and engineering, and integration and implementation planning and services.


• Provide analysis and recommendations for design, builds, and implementation of new systems and increased capacity.


• Develop technical specifications, which can be incorporated into RFPs, proposals, information papers, etc.


• Participate in teams responsible for vendor selections and technical evaluations and participate in contract negotiations.


• Create comprehensive planning and as-built diagrams that depict the logic and customer experience from initial contact to agent handling or self-service IVR, CRM integration, or other business applications.


• Create same for different audiences, engineers or management.


• Interface with vendors, evaluate and test new customer engagement services, costing technology solutions.


• Perform other related duties as assigned.


• Collect and submit historical metrics, as required by leadership, from customer engagement platforms.


• Provide real-time or near-time utilization metrics as required.


• Supports the entire customer engage infrastructure.

Required Qualifications:

• Bachelor's degree in computer science, computer engineering, related field, or equivalent experience is required.


• Minimum of 3-5 practical experience in contact center operations, administration, and technology infrastructure in premise or cloud-based multi or omni-channel contact center technology and operations.


• Advanced understanding customer engagement technologies.


• Knowledgeable in Voice over IP principles and telephony infrastructure and protocols.


• Possess excellent written and verbal communication and customer service skills.


• Ability to validate customer engagement design intent and to troubleshoot and isolate problems and recommend corrective action.


• Knowledge of service level agreements and metrics-based performance criteria.


• Knowledgeable and experienced in Avaya contact center cloud solutions, Avaya Aura, Breeze, Oceana, Workspaces, POM, Experience Portal, etc.


• Creating and administering contact flows from beginning to end, to include vectoring, VDN, Skills, routing plans, etc.


• Analytical skills and problem-solving skills needed to manage multiple factors on a project simultaneously.


• Adept at using the tools needed to develop and maintain design documentation, including call flows, process flows, descriptive charts and tables (Visio, PowerPoint, Excel, Word, and Markdown).


• Ability to work under pressure, manage time, prioritize activities, and meet tight deadlines


• Experience working for large organizations on complex projects

All interested candidates should email their resume to Tim (Tarnold@judge.com) or apply directly!

Contact: tarnold@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now