QUALIFICATIONS: Minimum Education and Experience: • Minimum 3+ years of experience related to Contact Center engineering • Three to five years' experience working on call center technologies such as Five9, Cisco, Avaya Preferred Education, Additional Qualifications and Experience:
- Salesforce experience
- Working knowledge of workforce management, contact center reporting
Required Knowledge, Skills, and/or Abilities: • Knowledge of the business of contact centers • Knowledge of VOIP servers (VOIP cloud a plus), SIP, trunk group configuration and signaling protocols. • Knowledge of implementation and conversion activities • Experience creating technical documents for a wide variety of audiences • Strategic and critical thinking skills • Strong organizing skills, with the ability to prioritize and respond to shifting deadlines • Strong analytical skills • Strong business acumen and political savvy • Strong problem-solving skills • bility to work effectively with a wide variety of people in individual and group settings • Strong time management skills