Additional Locations
Dallas, Houston, Pittsburgh, Phoenix, Portland, Los Angeles, Kansas City, Miami, Orlando, New York, Chicago, Denver, San Antonio, Jacksonville, Philadelphia, St. Louis, Charlotte, Cleveland, Washington, Boston, Minneapolis
Job Description
Are you ready to bring your skills, competencies/experience to BCD Travel and be our next Engineer? This is a fulltime opportunity virtual based in US.
EngineerFulltime (home)based, US
In this role you will demonstrate exemplarily skills in design, configuration and installation of telephony and/or call routing in BCD Travel's Contact Call Centers infrastructure of ATOS/Unify platform and support of Genesys call routing.
You will be responsible for configuration and installation of complex skill set routing using DNIS digits. Interfacing inbound routing Agent SIP servers, Session Border Controllers (SBC), Trunking SIP Servers, configuration routers, Agent Desktop servers, supervisor servers, and/or statistical servers.
This position is responsible for support activities to include management of helpdesk tickets for adds, moves, and/or changes. This position is responsible for analyzing, isolating, and resolving end user problems as reported in helpdesk tickets. Quality control routines require the engineer to provide feedback to the end user on what was done to resolve the issue.
Your focus:
- Software programming related to IT Communication Services Unify team
- Adding, moving, changing and/or deleting users on systems
- Working knowledge of Audio Codec (G.729 G.711)
- Quality Control Disaster Recovery - High Availability
- Administrates, implements, and maintains IP Telephony Platforms
- Trouble shooting, analyzing, isolating, and resolving end user issues (management of helpdesk tickets)
- Responsible for Business Continuity routines - testing Unify Open Branch/OSV and Unify OpenScape (soft phone) application
- Analyze of system performance and applying system updates and integrating new business into call centers
- System integrity checks: review of call routing and logs for troubleshooting and discrepancies
- Responsible for supporting third party applications (ie. ASC call recording, Cisco Video TelePresence system, and/or MS TEAMS support)
- Operational knowledge over IP protocols for delivering RTP payloads to hard and/or softphone stations throughout the Contact Call Center environment.
- Operational knowledge of Primary Rate Interface (PRI) integration with Unify OpenScape Gateways and Session Border Controllers (VoIP) to accommodate large volumes of inbound calls.
Your profile:
- Min 5 years experience with Call Centers, telecommunications, and telephony (TDM and VoIP)
- Min 2 years experience with technical development and analysis of ATOS/Unify system
- Installation and support of Contact Center infrastructure required
- Full oral and written communication in English is required.
- Linux and Windows server knowledge recommended
- Travel necessary globally when required (To include but not limited to North America.)
- Some light lifting required at times (
- Additional knowledge about the latest unified communication solutions like MS Teams, Lack and / or Google Suite is of advantage
Interested?Create your profile and upload your resume/cover letter via our website. Feel free to reach out to us with any questions via [email protected]. Note: send your application via the website only.
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