Sr. Contact Center Engineer - Judge Group

Judge Healthcare is currently seeking a fully Remote Sr. Contact Center Engineer for one of our top healthcare clients in the Greater Philadelphia area. 

Job Details:

• Location: Remote, but candidate must live in PA, NJ or DE
• Job Type: Permanent
• Hours: 8:00am - 5:00pm / Monday - Friday

Responsibilities: 

• Develop integration plans and documentation as well as hands-on engineering of all voice, contact center, and integration components in a project.
• Participate in the concept, design, integration, validation, and implementation of cloud/premise-based voice, contact center, and integration engineering tasks or projects.
• Support IT initiatives including strategic planning and project leadership.
• Provide technical support and operational assistance as required for project implementation, turn-up, and post-cutover support.
• Provide system life cycle support planning including impact analyses, cost analyses, requirements analyses, design and engineering, and integration and implementation planning and services.
• Provide analysis and recommendations for design, builds, and implementation of new systems and increased capacity.
• Develop technical specifications, which can be incorporated into RFPs, proposals, information papers, etc.
• Participate in teams responsible for vendor selections and technical evaluations and participate in contract negotiations.
• Create comprehensive planning and as-built diagrams that depict the logic and customer experience from initial contact to agent handling or self-service IVR, CRM integration, or other business applications.
• Create same for different audiences, engineers or management.
• Interface with vendors, evaluate and test new customer engagement services, costing technology solutions.
• Perform other related duties as assigned.
• Collect and submit historical metrics, as required by leadership, from customer engagement platforms.
• Provide real-time or near-time utilization metrics as required.
• Supports the entire customer engage infrastructure.

Required Qualifications: 

• Bachelor’s degree in computer science, computer engineering, related field, or equivalent experience is required.
• Minimum of 3-5 practical experience in contact center operations, administration, and technology infrastructure in premise or cloud-based multi or omni-channel contact center technology and operations.
• Advanced understanding customer engagement technologies.
• Knowledgeable in Voice over IP principles and telephony infrastructure and protocols.
• Possess excellent written and verbal communication and customer service skills.
• Ability to validate customer engagement design intent and to troubleshoot and isolate problems and recommend corrective action.
• Knowledge of service level agreements and metrics-based performance criteria.
• Knowledgeable and experienced in Avaya contact center cloud solutions, Avaya Aura, Breeze, Oceana, Workspaces, POM, Experience Portal, etc.
• Creating and administering contact flows from beginning to end, to include vectoring, VDN, Skills, routing plans, etc.
• Analytical skills and problem-solving skills needed to manage multiple factors on a project simultaneously.
• Adept at using the tools needed to develop and maintain design documentation, including call flows, process flows, descriptive charts and tables (Visio, PowerPoint, Excel, Word, and Markdown).
• Ability to work under pressure, manage time, prioritize activities, and meet tight deadlines
• Experience working for large organizations on complex projects

All interested candidates should email their resume to Tim (Tarnold@judge.com) or apply directly!