allwyn-corp - Call Center Engineer (ACD Specialist)

• ACD person not PBX. • Avaya ACD experience preferred but at least one ACD platform experience required including understanding of ACD platform components, call routing logic and call flow configuration and debugging • Understand call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc. • Ability to read troubleshooting traces • IVR troubleshooting and basic design understanding • Trunking (SIP trunks) and toll fraud knowledge including carrier terminology including 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 along with 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 • Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts • Performance monitoring including call volume, queue wait times, abandon rates, etc. • Understanding of basic workforce management concepts, service level agreements, KPIs • 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 • Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.) • Understanding of data privacy (PCI, PII and HIPPA), access control and permissions and following compliance standards