Telecom/Contact Center Engineer

This Telecommunications and Contact Center Engineer position will work directly within our Lenovo Global IT Contact Center Organization, embarking on a contact center channel strategy to deliver intelligent self-service, low-cost contact center strategies, sales & services upsell opportunities, and improve world class customer experiences. This position supports both business transformation and IT delivery into a single, E2E channel strategy. This Innovative work is part of diverse & inclusive, international, and modern Tech company. The Contact Center IT Engineer position will provide both pre and post-sales support of both On-Premise and Cloud Based contact centers, such as Genesys PureConnect/PureCloud, Five 9, Nice inContact, etc. This position will assess customer needs and tailor customized solutions to fit the objectives of the customer. The contact Center IT Engineer must be well versed in contact center offerings such as contact management, interactive voice response and other self-services capabilities in order to fully meet customer expectations. This position also requires good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to provide effortless interactions to our customers.

Responsibilities

• Provides top quality service engagements for customer, serving support/implementation activities.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Ability to create and follow standardized processes to create efficiency.
• Knowledge of Contact Center technologies such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc.
• Have excellent communication skills, both verbal and written.
• Logical troubleshooting thought process.
• Follow professional services standards.
• Collaborate with development, system integration to test, debug, and troubleshoot issues found during unit and system integration testing.
• System programming and data input, per individual customer requests.

Requirements

• Troubleshooting and Problem Solving
• Knowledge of customer service processes
• Good understanding of computer systems, mobile devices and other tech products
• Basic Telephony and Networking knowledge
• Familiarity with Windows, Word and Excel
• Customer-oriented and cool-tempered
• Proven experience as a help desk technician or equivalent customer support role

Experience - 3+ years' work experience with IVR, CTI, email, or chat contact center solutions

• Contact Center technical experience required
• Experience with Audiocodes Voice Gateways is preferred.
• Masters knowledge of Contact Center technologies such as Interactive Voice Response/IVR, Voice Recognition, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc.
• On-Premise and Cloud Based contact centers, such as Genesys PureConnect/PureCloud, Five 9, Nice inContact experience required
• Require strong skills and knowledge around Contact Center software applications (e.g. Chat & email, eTicketing, call-back, and social media)
• Strong technical aptitude is required
• Experience with Audiocodes Voice Gateways is preferred.
• Experience with AT&T or other carrier solutions - e.g. RouteIT, Business Direct, MPLS, AVPN, PRI, T1/E1, or VoIP design and deployment.
• Industry standard networking certifications are a plus
• Database knowledge a plus
• Experience with either SAP/Oracle/Salesforce/Microsoft Dynamics CRM solutions preferred.
• Custom integration experience also a plus
• Bachelor's degree or above in computer science, engineering, business, or related degree.
• Excellent communication and analytics skills