Telephony Engineer\ACD Controller
Posted on Feb 11, 2020 by Spring Technology
Role: Telephony Engineer/ACD Controller
*English and Spanish speaking required*
*Our leading client requires a telephony engineer with solid knowledge of telephony within a contact centre environment utilizing omnichannel platforms.
*You will provide telephony solutions for clients as well as manage current ones. You will also be involved in building reports from end to end out of the Contact Centre platforms. At this end you will have the opportunity to work with BI platforms and DB such as Power BI, Tableau and Microsoft SQL Server.
*Build Contact Centre client campaigns, leading the process from requirement gathering to tests.
*Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
*Expert knowledge of Telephony SIP and VOIP networking/communications.
*IP Telephony and Cloud telephony platform (Genesys PureCloud skills a definite advantage)
*2+ years of experience in proposing and delivering technical telephony projects
*A minimum of at least three years within a Telecoms environment working with GN, NGN, VDDI and number porting.
*Advantageous - Experience with Amazon Connect or Zendesk Suite.
*Working knowledge of Email, WebChat, SMS, and Knowledgebase platforms functionality.
*Willingness to working in dynamic, fast-pacing environment.
*Highly literate with excellent written, oral communication and interpersonal skills.
*Excellent customer service, organisation skills and confident communication skills and ability in complaint resolution
Profiles, recommendations and enquiries welcomed - (see below)