Call Center Engineer (ACD Specialist)

Responsibilities

• Troubleshoot call routing issues
• Manage IVR flows
• Ensure high availability of voice and digital channels
• Understand call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc.
• Read troubleshooting traces and IVR troubleshooting
• Basic design understanding
• Trunking (SIP trunks) and toll fraud knowledge including carrier terminology such as toll-free numbers, DID numbers, DNIS, ANI, etc., plus AT&T Route It usage knowledge
• Basic network knowledge including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics, and understanding of call quality factors (latency, jitter, packet loss)
• ODBC configuration and writing SQL queries
• Basic XML review and interpretation
• Microsoft office knowledge plus file transfer software
• Basic ITIL processes and procedures including incident management, change management, escalation handling, and ability to work under pressure in real-time environments
• Experience with ticketing systems such as Service Now, monitoring tools, and reporting dashboards
• Performance monitoring including call volume, queue wait times, abandon rates, etc.
• Understanding of basic workforce management concepts, service level agreements, KPIs
• Basic Windows PC skills
• Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure
• Must be a team player and willing to share information freely
• Clear verbal and written communication skills, ability to explain technical issues to non-technical users and collaborate with network teams, application teams, and business stakeholders
• Ability to write / update documentation (runbooks, diagrams, etc.)
• Understanding of data privacy (PCI, PII and HIPPA), access control, and permissions and following compliance standards

Requirements

• ACD platform experience including understanding of ACD platform components, call routing logic, and call flow configuration and debugging
• Avaya ACD experience preferred but at least one ACD platform experience required
• Basic network knowledge including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics, and understanding of call quality factors (latency, jitter, packet loss)
• Basic ITIL processes and procedures including incident management, change management, escalation handling, and ability to work under pressure in real-time environments
• Experience with ticketing systems such as Service Now, monitoring tools, and reporting dashboards
• Performance monitoring including call volume, queue wait times, abandon rates, etc.
• Basic Windows PC skills
• Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure
• Must be a team player and willing to share information freely
• Clear verbal and written communication skills, ability to explain technical issues to non-technical users and collaborate with network teams, application teams, and business stakeholders
• Ability to write / update documentation (runbooks, diagrams, etc.)
• Understanding of data privacy (PCI, PII and HIPPA), access control, and permissions and following compliance standards