Senior Contact Center Engineer Data Analytics Reporting Virtual / Remote

Profile

Description

The Senior Telecomm/Voice Engineer is responsible for designing and implementing all or part of the organization's complex telecommunications infrastructure in line with pre-identified business needs and requirements. The Senior Telecomm/Voice Engineer work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

This role is responsible for supporting and administering existing telecom contact center technology, as well as for designing and implementing new solutions in support of enterprise level contact centers. The primary focus is to engineer and support the data analytics component specifically providing a unified view of data and reporting across telephony and contact center systems. This includes responsibility for design, implementation, configuration, daily operation and upgrading of core data analytics products such as but not limited to Prognosis. Alternate technical focus may be on Avaya Aura, Oracle Session Border Controllers, SIP infrastructure, and the telecommunications aspects of the Contact Center environment.

This position makes recommendations for resources required to maintain and/or expand service levels required to ensure the successful operation of the enterprise contact center systems. This individual will work independently and as part of the team to perform engineering duties including but not limited to design and deployment of new technology in the area of IP Telecommunication systems, specifically for the enterprise contact center solutions. Perform other duties as assigned

Essential Functions:

Takes charge of the telecom platforms and leads the direction on best practices for supporting a SIP infrastructure.

Sets standards and direction for the data analytics and reporting platform.

Work collaboratively with business partners, vendors, and internal technical teams to design and implement new data analytics solutions in our enterprise contact centers.

Serve as the technical lead on projects of all scopes by developing design documentation, coordinating system changes, and executing configuration changes in the area of contact center systems.

Serve as the subject matter expert to set technical direction and give operational guidance to operational support teams.

Develop technical standards, defines operational processes, write configuration 'best practices' for contact center telecommunication and collaboration infrastructure.

Analyze system and application data to ensure system stability and improve system performance.

Provide recommendations for remediation of issues

Identify and prioritize the deliverables of platform components; participate and recommend the technical direction of the platform, and influence how project teams in departments develop and support dependent applications. Communication Skills:

Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.

Must have excellent presentation skills to wide spectrum of audience types (Sr. Executives to Technical Architects). Mathematical Skills:

Strong technical aptitude, along with analytical skills Reasoning Ability: Must be able to work independently with minimal supervision.

Qualifications:

Education/Experience:

Bachelor's Degree in Computer Science and/or Engineering. Equivalent education and experience will be accepted in lieu of a Bachelor's degree.

Strongest candidates will have skills and enterprise class (15k agent seats) experience in both Avaya and IP infrastructure engineering, but a focus on one or the other is acceptable.

Experience for Avaya includes:

7 years Avaya experience with a SIP background, Avaya Session Manager and VOIP QOS etc.

7 years of experience in designing data analytics and reporting systems/applications with high level of complexity, including interfaces, multiple packages, and platforms

7 years' experience in an operations role supporting IP based voice systems and design and engineering capacity in a large scale contact center environment

Advanced working knowledge of Avaya contact center technologies, understanding of VoIP/IPT technology from a design, implementation and support perspective.

Proven experience in Avaya IP Telephony solutions (CM v.7 , Session Manager, Systems Manager, Experience Portal, Best Services Routing, etc.).

Experience with integrating call recording systems and other contact center technologies.

Session Manager programming and Entity link building a plus.

Experience with Breeze, Virsae tool, IP Toll Free a plus

Experience for Oracle/SIP includes:

7 years experience and advanced working knowledge of Telco service provisioning/implementation process, SIP Trunking and Session Border Controllers and knowledge of TCP/IP packet flows.

Experience with Oracle EOM and demonstrable skills in managing, retrieving and analyzing data for the EOM.

Both technical focuses:

Experience in working in managed service environment and directing a managed service vendor.

Excellent written and verbal communication skills with the ability to present complex technical information of the platform in a clear and concise manner to executives and non-technical leaders.

Must have excellent presentation skills to wide spectrum of audience types (Sr. Executives to Technical Architects)

Strong technical aptitude, along with analytical skills

Must be able to work independently with minimal supervision.

#LI-Remote

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com