208029 / Senior Call Center Engineer

Company Description

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.

With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.

Procom’s areas of staffing expertise include:
• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Datawarehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy

Specialties• Contract Staffing (Staff Augmentation)
• Permanent Placement (Staff Augmentation)
• ICAP (Contractor Payroll)
• Flextrack (Vendor Management System)

Job Description

On behalf of our client, Procom Services is searching for Senior Call Center Engineer located in Durham, NC. 

Senior Call Center Engineer Job Details

Provide expert consultation in one or more areas for the design, development and implementation of Contact Center technology products and systems. Recognized as technical leader and resource for the enterprise contact center architecture. Resolve highly complex technical issues and conducts advanced research. Responsible for all internal activities and product development of contact center systems and applications. Demonstrate expertise in a variety of contact center and call center technologies, practices, and procedures. Provide consultation on complex projects and is considered to be a senior level contributor/specialist. Considered subject matter expert within the organization related to contact center environment and is recognized by these organizations as source of professional knowledge and experience concerning contact center application engineering.

• Responsible for the design, development, and delivery of production contact center applications, systems, and products in a multi-platform and converged environment.
• Develop standards for the enterprise contact center architecture.
• Participate in the development of contact center technology strategies that conforms to IS enterprise architecture patterns and strategies.
• Responsible for a full range of activities, related to development projects, support projects and new implementations in a lead role or as the primary subject matter expert.
• Collaborate with business partners and designs contact center solutions that are aligned with business objectives.
• Act as senior-level resource to the contact center engineering staff to ensure contact center technology standards and service delivery quality standards are adhered to by all staff.
• Implement disaster recovery technology requirements that align with business continuity requirements and ensure all contact center initiatives have disaster recovery technologies or solutions included in the project scope and technical design.
• Articulate contact center technology ideas, engineer solutions and facilitate team collaboration to move forward with proposals and recommendations to management for approval.

Qualifications

Professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework, URS, Tserver, Datamart, Infomart, Contact Center Analyzer, Call Concentrator, Stat Server, Genesys high availability architecture, Multi Channel Routing (MCR), Web Chat, Email Routing, GPlus Adapter for Siebel.

• In-depth knowledge and experience with Avaya ACD(EAS), IVR, CMS, CentreVu, Vectoring deployed on Avaya’s Communication Manager platform, AT&T Route IT, Toll free routing with advanced features.
• Experience with call center (ACD & Vectoring), workforce management, IVR, CTI, speech recognition, quality monitoring, skills, Intelligent Call Routing, IXC/LEC routing methodologies and experience with Avaya, Genesys or Cisco telephony systems related to contact center applications are preferred.
• Experience with Nuance, SpeechWorks, or ScanSoft speech application design and/or development experience desirable, but not mandatory.
• Experience with Cisco IP Contact Center (IPCC) and including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager a plus
• Experience with Siebel CRM integration, VXML programming or SQL/Oracle query languages a plus.
• Detailed understanding of enterprise system interactions and integrations
• Experience in Healthcare industry and compliance with State and Federal regulations including; HIPPA, DOI, COBIT, SOX is a plus.
• Strong people skills and the ability to be resourceful, as well as to make concise, independent and defensible decisions in often high-pressure situations.
• Assumes responsibility and accountability for successfully completing assignments; tasks and commitments; setting high standards of performance for self and others
• Strong organizational skills which allow simultaneous completion of tasks and duties while aintaining the ability to coach and develop staff.
• Proven ability to effectively communicate orally and in writing detailed and complex information to others that possess varying degrees of comprehension. Facilitation and presentation skills.
• Genesys 7 or 8 GCP-CIV or Genesys GCP-DIV or Genesys GCP-CVE Avaya ACS Design-Contact Center or Cisco CCNA certifications or above a plus

Additional Information

• Will consider remote workers