Call Center Engineer – ACD Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in enhancing and streamlining contact center operations.

• Diagnose and resolve call routing issues.

• Oversee IVR flow management.

• Maintain high accessibility of both voice and digital communication channels.

⛳️ Requirements

• Must have experience with ACD systems rather than PBX.

• Preference for candidates with Avaya ACD experience, though familiarity with any ACD platform is necessary, including knowledge of ACD platform components, call routing logic, and call flow configuration and troubleshooting.

• Familiarity with call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc.

• Capability to interpret troubleshooting traces.

• Understanding of IVR troubleshooting and basic design principles.

• Knowledge of trunking (SIP trunks) and toll fraud, including carrier terminologies such as toll-free numbers, DID numbers, DNIS, ANI, etc., along with familiarity in using AT&T Route It.

• Basic understanding of networking concepts, including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics, and awareness of call quality factors (latency, jitter, packet loss).

• Experience with ODBC configuration and writing SQL queries.

• Basic skills in XML review and interpretation.

• Proficient in Microsoft Office and file transfer software.

• Familiarity with basic ITIL processes and procedures, including incident management, change management, escalation handling, and the ability to thrive under pressure in real-time settings.

• Experience with ticketing systems like Service Now, as well as monitoring tools and reporting dashboards.

• Strength in troubleshooting call routing issues, conducting root cause analysis, log analysis, and interpreting system alerts.

• Capable of performance monitoring, such as call volume, queue wait times, and abandon rates.

• Understanding of fundamental workforce management concepts, service level agreements, and KPIs.

• Basic proficiency with Windows PC.

• Elementary understanding of VM solutions, also known as Cloud solutions, such as AWS or Azure.

• Must be a collaborative team player who shares information willingly.

• Excellent verbal and written communication skills with the ability to convey technical issues to non-technical audiences and collaborate with network teams, application teams, and business stakeholders.

• Willingness to participate in on-call support, as we operate as a 24x7 support group, and ability to write or update documentation (runbooks, diagrams, etc.).

• Awareness of data privacy standards (PCI, PII, and HIPAA), access control, permissions, and adherence to compliance requirements.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development.

• Flexible work environment.

• Comprehensive health benefits.

• Supportive team culture.