Contact Center Solutions Engineer – Voxvantage

Implement, configure and support enterprise Contact Center solutions. Configure ACD, IVR, call routing, queues, skills, campaigns, recording, reporting and omnichannel interactions. Install, configure and troubleshoot applications in Linux/Unix environments. Troubleshoot VoIP and telephony-related issues involving SIP, RTP, SIP trunks, codecs and DTMF. Perform system-level troubleshooting using logs, traces and network diagnostic tools. Integrate Contact Center solutions with CRM, helpdesk and other enterprise applications. Work with REST APIs, webhooks, JSON and other integration technologies. Configure and troubleshoot network-related components including TCP/IP, DNS, NAT, firewalls and SSL/TLS certificates. Support system upgrades, patches, backup/restore, high availability and disaster recovery activities. Perform root-cause analysis for production issues and provide L2/L3 technical support. Participate in customer requirement discussions and translate business requirements into technical solutions. Support demonstrations, Proof of Concepts (POCs), solution deployment and customer acceptance. Coordinate with product vendors, internal development teams and customer IT teams for issue resolution.

Desired Candidate Profile

Experience in Bright Pattern Contact Center platform. Experience with Genesys, Avaya, Cisco Contact Center, NICE CXone, Five9 or similar enterprise Contact Center platforms. Experience with Wireshark or other network/SIP troubleshooting tools. Shell scripting skills. Experience with REST APIs and JSON. Experience with virtualization and cloud environments. Experience with High Availability and Disaster Recovery environments. Good communication and customer-facing skills. Hands-on and technically strong candidate comfortable with Contact Center applications and Linux/Unix infrastructure. Ability to independently diagnose complex issues involving applications, telephony, networking and integrations. Employment Type Full-time

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