22 days old

Senior Contact Center Engineer

Performant Financial
Livermore, CA
  • Job Code
Performant Financial Corporation

Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

Senior Contact Center Engineer
Job Code:2018-10-1A-005
Location:Livermore, CA
Status:Regular Full Time
The Senior Contact Center Engineer understands business processes/requirements and optimizes performance of the telecom services to effectively support business operations of the organization.

Essential duties:

•Provides hands on configuring and troubleshooting of telephony systems. 
•Provides principal design and technical oversight for all aspects of telecommunications environment
•Manages operational tasks/requests for enterprise telephony and contact center services, and produces telephony specific reports and metrics
•Implement change control processes and completes project tasks.
•Follow up with carrier and vendor management as it relates to problem resolution. 
•Provides capacity planning for application and performance management
•Evaluate and recommend enterprise telephony and contact center products and technologies. Work with development and engineering teams to integrate new products and service offerings into the infrastructure.
•Reviews, evaluates and implements telecommunication services, maintenance, and contracts
•Coordinates activities and team resources, including vendor activities
•Contributes to the development of telecommunication strategy for Performant enterprise telephony and call center services
•Works closely with Network Engineering and IT Security
•Develops Contact Center technical documentation
•Develop and maintain trust and credibility, and partnering effectively with all areas of the company.
•Responsibility for synthesizing information from several different internal sources to managing requirements from all stakeholders, and inject that feedback into projects
•Perform other incidental and related duties as required and assigned.
Required Skills and Knowledge:

•Demonstrated success in overseeing design and technical application of contact center technologies aligned with business needs.
•Ability to work on projects with a professional attitude and exceptional organizational skills under pressure.
•Ability to translate business needs to technical requirements and system design planning
•Experience with industry standard requirements gathering, documentation, management, and validation methodologies.
•Strong technical problem solving skills with telephony
•Accountable to task ownership, meeting deadlines and operating maturity with minimal supervision
•Solid blend of business and technical savvy.
•Build strong relationships and collaborate effectively within IT, cross functionally and with external 3rd party service providers to develop and implement solutions.
•Highly effective communication skills, and can easily communicate technical information to non-technical business users.
•Can define and manage complex process and/or product issues of a broad scope using independent judgment.
•Analytical and a critical thinker that thrives on solving complex problems.
•Have (and use) excellent judgment and a keen attention to detail.
•Ability to be adaptable to changing business requirements and apply skills in effective and innovative ways to meet dynamic business needs.
•Ability to be on call 24 x 7 
Education and Experience:

•Bachelor’s degree in Information Systems, Information Technology, related, or equivalent education and experience.
•5+ progressive telecom/call center technologies experience
•Familiarity with AVAYA (Dialer, Call manager, Verint call recording, and overall capability and structure) systems preferred


  • Engineering

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Senior Contact Center Engineer

Performant Financial
Livermore, CA

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Performant Financial
Livermore, CA

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