Senior Contact Center Engineer

Position Summary

The Senior Contact Center Engineer is a hands-on technical resource responsible for designing, implementing and supporting contact center solutions to complex business challenges for new and existing clients.

The qualified candidate will have in-depth understanding of Avaya CC Solutions including : Call Center Elite, Call Management System, Avaya Experience Portal, Avaya Proactive Outreach Manager, Avaya Call Back Assist, Workforce Optimization, Oceana, IVR scripting and omni digital solutions, with a willingness to learn other related technologies including CCAI.

The Senior Contact Center Engineer will work with the Project Management Office in a post-sales capacity to schedule and successfully complete the installation of Contact Center solutions.

Superior organizational skills and a consultative approach are critical parts to this position. The Senior Contact Center Engineer will also work with the local and national sales team in a pre-sales role to develop and position Contact Center solutions.

Presentations, face-to-face meetings, conference calls, and onsite implementations within the domestic US are a critical part of this position.

Duties and Responsibilities

Post-Sales Delivery

• Follow the established services delivery process and continue the development of best practices and tools to ensure the successful delivery of Call Center solutions to our customers;
• Work with the Project Management Office to schedule and close assigned engagements;
• Lead design meetings with customers; document and successfully implement the approved design;
• Troubleshoot issues and support customers as required and assigned by the Project Management Office;
• Participate with the Project Management Office in project post mortems and collaborate on recommendation reports in order to identify successful and unsuccessful project elements;
• Provide solution information to internal resources and post necessary documentation into Meridian IT internal databases;
• Mentor and transfer knowledge to internal resources on Avaya Contact Center programming and best practices.

Pre-Sales Opportunity Development

• Assist Account Managers with the development of qualified opportunities through remote and on-site customer meetings;
• Develop and lead technical Contact Center discussions with integration of various products for proof of concepts and demo center demonstrations.

Risk Management

• Continue the development of best practices and tools for opportunity development and requirements gathering;
• Participate in weekly meetings with the Project Management Office reviewing active, assigned engagements to identify open items to complete, budget vs.
• actual hours, risks, and next steps;
• Participate in monthly meetings with the Engineering team to discuss recent engagements, challenges and opportunities;
• incorporate improvements into the pre-sales process;
• Stay at the forefront of new and emerging technologies and best practices.

Communications

Responsible for clear and timely communication to multiple stakeholder groups on a frequent basis.

Miscellaneous

Perform other duties as assigned.

Qualifications and Requirements

• 7+ years experience working in a contact center system administration role with tasks including, consulting business management, configuring and installing and supporting call center technologies;
• Understanding and experience with Avaya Aura solution, Cloud infrastructure solutions, VCenter and Linux administration are all a plus;
• Experience designing, installing and troubleshooting the following Avaya Contact Center platforms :
• Call Center Elite;Call Management System;WFO & WFM;Avaya Experience Portal;Avaya Proactive Outreach Manager;Avaya Call Back Assist;Oceana;IVR scripting;
• Experience interfacing with customers effectively;
• Bachelor’s degree or equivalent a plus;
• Ability to obtain and maintain the following certifications from Avaya Learning Center in accordance with the Meridian IT business plan :
• ACSS : Avaya Experience Portal with Proactive Outreach Manager Support;ACSS : Avaya Workforce Engagement Support;ACSS : Avaya Call Center Elite Support;
• Top Level Product Certifications;
• Excellent written and verbal communication skills, with the ability to interface at varying and appropriate levels of management;
• Excellent customer relationship management skills;
• Ability to break down technical concepts into business terms;
• Well organized, thrive in a sense-of-urgency environment, leverage best practices, and innovate through any problem with a can-do attitude;
• Ability to handle multiple priorities and interruptions with minimal impact on productivity;
• Demonstrate a high level of independent judgment and initiative; self starter;
• Flexible work schedule.

Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.