What are the responsibilities and job description for the Senior Engineer-Omnichannel/IT Voice Services position at Link Technologies?
Job Details
- JOB-7182
- Senior Engineer-Omnichannel/IT Voice Services
- Las Vegas, NV
- Permanent
- Link Technologies (LinkTechConsulting.com), a Las Vegas, NV based IT consulting firm, is currently seeking a Senior Engineer - Omnichannel / IT Voice Services to join our team.
JOB SUMMARY
This role is primarily responsible for supporting the organization's call centers and Omnichannel environment. This role will serve as the subject matter expert (SME) for the Omnichannel environment and will handle the daily operations of voice services.
QUALIFICATIONS- Associate's degree or equivalent work experience.
- Ability to obtain and maintain required licenses and any other certifications as mandated by law or policy is REQUIRED.
- Minimum of five (5) years of experience with PBX/Avaya Communication Manager applications.
- Proven expertise in implementing and supporting cloud-based omnichannel solutions (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 telecommunications troubleshooting.
- Experience with certificate renewal (Avaya, Windows, LINUX) and troubleshooting.
- Working knowledge of IX Messenger, Avaya Contact Center Elite, and LINUX OS command troubleshooting.
- Strong communication skills in English, both written and spoken.
- Excellent interpersonal skills, with the ability to communicate effectively with guests and team members from diverse backgrounds and experience levels.
- Ability to work flexible shifts, including nights, weekends, and holidays.
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.
IT 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 and 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.
Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination because of race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
