Customer Experience Services Sr. Consultant

Job Description

Job Description

Job Title : Customer Experience Services Sr. Consultant

Location : Onsite at the customer location in Fairfax, VA area

Clearance Requirement : Top Secret Clearance with full scope polygraph (US citizens only)

Pay Range : $110,200-$148,800

Opportunity Overview :

We are seeking a highly skilled Customer Experience Services Senior Consultant for an onsite role in Fairfax, VA. This position requires US citizenship and a Top Secret Clearance with full scope polygraph.

The ideal candidate will have extensive experience with the company's architecture, design, implementation, and testing, and will be adept at developing testing strategies and plans in collaboration with our clients, cross-service teams, and third-party partners.

Key Responsibilities :

• Develop and implement testing strategies and plans for the company's systems in support of global deployments.
• Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network.
• Monitor, manage, and maintain voice call flow traffic across multiple trunk groups and platforms.
• Migrate call flows from TDM-PRI & H.323 trunk groups to SIP peering connections.
• Oversee a bash script application for user account administration across servers.
• Manage non-person accounts performing automated functions across various servers.
• Collaborate with the customer's O&M Team and other organizations to ensure reliable voice network communications.
• Produce and maintain documentation on managing and maintaining voice network communications.
• Respond to technical assistance requests from O&M technicians and voice engineers.
• Train new voice engineers on relevant tasks and procedures.

Applicant Profile :

• Technical Expertise :
• In-depth experience with the company's CM implementation and service-related work.
• Proficient in the company's product portfolio including Communication Manager, Session Manager, System Manager, and SIP protocols.
• Strong understanding of the company's Contact Center portfolio.
• Skills :
• Strong analytical and problem-solving skills for application design, coordination, and testing.
• Proficient in personal computer and business solution software for application administration, design, and architecture.
• Excellent leadership skills to mentor less experienced personnel.
• Effective communication skills for interacting with customers, support personnel, and management.
• High tolerance for stressful situations and the ability to work well in a team environment.
• Qualifications :
• Bachelor’s degree or equivalent years of experience.
• At least 5 years of professional experience in the related field.

Must-Haves :

• Top Secret Clearance with full scope polygraph.
• Residency within a commutable distance from Fairfax, VA (no hybrid work schedule available).
• Minimum of 5 years of professional experience in the related field.
• Extensive experience with the company's CM implementation and service-related work.
• Comprehensive technical knowledge and experience with the company's product portfolio.

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