Contact Center Engineer


Salary:

DOE

Location:

Jacksonville, FL

Date Posted:

April 26, 2019

Employment Type:

Consulting

Job Reference:

01120-9501876316

Staffing Area:

Technology & IT


Description
Robert Half Technology is actively looking for a Contact Center Engineer for a 9-12 month contract only.

The Contact Center Engineer will be responsible for the architecture, design, and operational support of customer interaction applications and infrastructure globally for inbound contact centers. This will encompass ACD platforms and services, contact routing, automation and CTI, self-service (IVR), call recording, workforce management and speech and data analytics. This position will focus on customer interaction applications that will often leverage WAN/LAN services provided by and requiring heavy involvement from the Network Engineering team.

Position Responsibilities:
?Analyzing business needs and recommending solutions that enable client's customer-engagement strategy
?Following client's project management standards and working through internal and external resources, to deliver successful projects on time and within budget
?Maintaining current technical knowledge of the contact center landscape in order to drive the implementation of innovative applications and services that facilitate human or automated interactions with our customers
?Providing end-to-end service management oversight of customer interaction technology
?Leading the transformation of client's customer interactions technology from a premise-based client managed infrastructure model to an API-led cloud and CCaaS model; rationalizing legacy systems and reducing overall cost envelope of legacy servers, carrier services, data centers and computer rooms
?Coordinating with the Network Engineering, Systems Engineering, and Global Information Security teams for new and in-service systems to optimize and integrate such systems within the global network, telephony, and systems environment, following Hilton standards and high-level IT goals and objectives and resolving support issues
?Working closely with internal and external resources on applications or services that provide or integrate with customer interaction services to deploy, integrate, instrument, optimize and monitor performance, as well as support new client initiatives within an end-to-end services framework
?Serving as subject matter expert for the integration of customer interaction services and the data and events that flow between these systems and other services within the client's ecosystem
?Develop and maintain documentation for Business Continuity and Disaster Recovery
?Design and participate in Disaster Recovery exercises for Contact Center communications systems
?Manage documentation on all methods and processes to prevent technical issues or services outages
?Travel up to 25%
Requirements
Position Qualifications:

?5+ years working with contact center technology including networking and telecommunications engineering, telephony systems (including ACD and call automation), contact center operations, vendor and service management and security
?5+ years technical experience
?3+ years in vendor and service management, including cloud-based services
?2+ years of project management experience
?BA/BS bachelor?s degree
?Demonstrated experience with key telephony and telecommunications tools and technologies (VoIP, T1/PRI, WAN/LAN, WebRTC, SBC, SIP, Wireshark)
?Proven track record of successful architecture, design and building of contact center applications, including but not limited to, ACD (Avaya, Cisco, Amazon Connect), IVR, CTI, call recording, speech and text analytics, and workforce management
?Proven ability to solve problems and apply critical thinking skills, interpret inputs and make sound decisions
?Comfortable working in a fast-paced and ever-changing environment with often-ambiguous business requirements and multiple competing priorities
?Requires off-hours and on-call work
Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.


Jacksonville Downtown, FL

10751 Deerwood Park Blvd. South
Suite 130
Jacksonville, FL 32256
us
904.997.9960
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