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Contact Center/Telepony Engineer in Cincinnati, OH at Vaco

Date Posted: 2/11/2019

Job Snapshot

Job Description

Searching for a Systems Engineer for the Greater Dayton area who has a strong background working with Contact Center Techologies and Telepony technologies. This is for a large healthcare provider that is in a major growth mode, currently putting up their 4th stand along building in the Dayton area.

See below for further details:

Translate contact center business requirements into call routing designs

Program, test, and implement call routing designs

Assist customers in process development for managing the system in ongoing operations mode, including system administration and backup, asset management, and scheduled maintenance

Ensure changes to design and implementation of infrastructure solutions are capable of adapting to the growth and rapid change

Perform any other job related instructions as requested


Associates Degree or equivalent years of relevant work experience is required

Two (2) years of contact center engineering experience is required Experience with IP and TDM based PBX/PABX and ACD systems is required

Call Routing and IVR Technologies - Understanding of Cisco Unified Contact Center Enterprise (UCCE) Cisco's Intelligent Contact Manager (ICM), Voice Management Cisco Voice Portal and carrier IVR/VRU systems and solutions is required

Experience with XML and VXML is required


Required Competencies / Knowledge / Skills:

General familiarity with Microsoft Windows and LINUX/ Solaris, Cisco IOS (CIOS) is required
Understanding of contact center related terminology

Advanced computer and networking skills

Microsoft Office proficient (including Visio)

Traditional Telephony Fundamentals

Understanding of traditional telephony principles, including PSTN and TDM, call control, signaling (such as SS7)

Traffic engineering

LEC and IXC features and service offerings
Excellent verbal and written communication skills

Ability to work independently and within a team environment

Attention to detail

Critical listening and thinking skills

Technical writing skills

Time management skills

Customer service oriented

Decision making/problem solving skills

Hands-on experience with carrier Intelligent Network services from companies such as AT&T and Qwest, including toll-free service, network routing, call forwarding and network transfer is preferre

Familiarity with relational database systems, including forms-based query and data entry; SQL is preferred

Understanding and experience with designing highly available / fault tolerant systems for mission critical voice applications is preferred

Understanding of Advanced Speech Recognition and Text-to-Speech offerings is preferred