Voice Engineer

Essential Duties & Responsibilities

OmniChannel

• Oversee the integration of multiple channels (e.g., Voice, Email, SMS, Chat, Ai) to create a unified customer journey.
• Collaborate with IT and digital teams to ensure system compatibility and data synchronization.
• Utilize data analytics to monitor channel performance, customer interactions, and campaign effectiveness. Generate reports and provide insights to stakeholders to drive continuous improvement.
• Stay updated on the latest technologies and tools which support omnichannel strategies.
• Evaluate and recommend new solutions to enhance customer engagement and operational efficiency.
• Provide training and support to staff on omnichannel practices and tools.
• Assist with the installation, configuration, and ongoing usability of Voice and Call Center Solutions.
• Diagnose and troubleshoot all Omnichannel/Call Center related issues.

Voice Services

• Escalate issues to a manager or the appropriate SME when assistance is needed.
• Work with NOC and appropriate staff to determine and resolve problems received from stakeholders.
• Assist with planning, implementation, and go-live support of Voice Services projects.
• Assist customers with technical support of all Voice Services related technology. Support includes telecom break/fix, new requests, moves, adds, and changes. Activities require interaction with application software and hardware to diagnose and resolve problems.
• Perform proactive maintenance of Voice Services hardware and software.
• Perform complex tasks associated with telecommunication functions such as ACD, Voice Mail, Auto Attendants, Menu Scripting, Session Border Controllers, LINUX OS, server/application and Call Accounting.
• Certificate renewal/troubleshooting.
• Ensure compliance with security standards such as PCI-DSS, GDPR, and PAD, and enforce these standards to protect customer data
• Basic understanding of IP protocols and networking fundamentals.
• Maintains accurate records in ticketing system and regularly updates service tickets assigned.
• Respond to emails, chats, calls and set expectations with customers based on priority, impact, and urgency.
• Participate in on call rotation for after hours and weekend coverage when assigned.
• Safety is an essential function of this job.
• Performs other related duties as assigned.

Minimum Qualifications

• Proof of authorization/eligibility to work in the United States.
• Associate s degree or equivalent job experience.
• 5 years experience in a PBX/Avaya Communication Manager applications.
• Demonstrated expertise in the implementation and support of a cloud-based omnichannel solution (Voice, Email, SMS, Chat, AI), such as Five9, NICE CX, or TalkDesk.
• Hands-on experience with system administration, including adds, moves, and changes (MAC), particularly within Avaya CM, System Manager, CS1K, and Oracle Session Border Controller environments.
• Basic knowledge of Avaya Communications Manager including System Manager, Avaya Control Manager, Avaya CS1k, LINUX OS command level troubleshooting, IX Messaging, Avaya Contact Center Elite, Avaya Experience Portal, Dynamic Self-Serve scripting, G450 Gateways, Oracle Session Border Controller, Workforce Optimization, and general telecommunication troubleshooting is required.
• Experience with certificate renewal (Avaya/Windows/LINUX) and troubleshooting.
• Working knowledge of IX Messenger, Avaya Contact Center Elite, LINUX OS commands troubleshooting.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends and holidays.