What are the responsibilities and job description for the Sr Engineer position at VDart Inc?
Job Description
Job Description
Job Role : Sr Engineer
Location : Las Vegas, NV
Duration : Fulltime
Essential Duties & Responsibilities
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.
Minimum Qualifications
21 years of age.
Proof of authorization / eligibility to work in the United States.
Associate's degree or equivalent job experience.
Must be able to obtain and maintain required licenses, and any other certification or license, as required by law or policy.
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.
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