Top Tier Reps is Hiring a Customer Experience Services Sr. Consultant Near Fairfax, VA
Job Title: Customer Experience Services Sr. Consultant Location: Onsite at the customer location in Fairfax, VA area Clearance Requirement: Top Secret Clearance with full scope polygraph (US citizens only) Pay Range: $110,200-$148,800 Opportunity Overview:We are seeking a highly skilled Customer Experience Services Senior Consultant for an onsite role in Fairfax, VA. This position requires US citizenship and a Top Secret Clearance with full scope polygraph. The ideal candidate will have extensive experience with the company's architecture, design, implementation, and testing, and will be adept at developing testing strategies and plans in collaboration with our clients, cross-service teams, and third-party partners. Key Responsibilities:
Develop and implement testing strategies and plans for the company's systems in support of global deployments
Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network
Monitor, manage, and maintain voice call flow traffic across multiple trunk groups and platforms
Migrate call flows from TDM-PRI & H.323 trunk groups to SIP peering connections
Oversee a bash script application for user account administration across servers
Manage non-person accounts performing automated functions across various servers
Collaborate with the customer's O&M Team and other organizations to ensure reliable voice network communications
Produce and maintain documentation on managing and maintaining voice network communications
Respond to technical assistance requests from O&M technicians and voice engineers
Train new voice engineers on relevant tasks and procedures
Applicant Profile:
Technical Expertise:
In-depth experience with the company's CM implementation and service-related work
Proficient in the company's product portfolio including Communication Manager, Session Manager, System Manager, and SIP protocols
Strong understanding of the company's Contact Center portfolio
Skills:
Strong analytical and problem-solving skills for application design, coordination, and testing
Proficient in personal computer and business solution software for application administration, design, and architecture
Excellent leadership skills to mentor less experienced personnel
Effective communication skills for interacting with customers, support personnel, and management
High tolerance for stressful situations and the ability to work well in a team environment
Qualifications:
Bachelor’s degree or equivalent years of experience
At least 5 years of professional experience in the related field
Must-Haves:
Top Secret Clearance with full scope polygraph
Residency within a commutable distance from Fairfax, VA (no hybrid work schedule available)
Minimum of 5 years of professional experience in the related field
Extensive experience with the company's CM implementation and service-related work
Comprehensive technical knowledge and experience with the company's product portfolio