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1-6 of 6 jobs shown.

Genesys Engineer      
***This is a 6+ Month contract role*** ***We are unable to sponsor for this role*** Prestigious Fortune 500 Company is currently seeking a Genesys Engineer. Candidate will be responsible for the design and development for enhancements related to Contact Center Technologies  Genesys (8.x) /Nice QM (4.x)/ Nice IEX WFM . These include applications related to Voice Inbound/Outbound, proactive out-dials, Email, Chat, supporting functions like recording, survey and reporting. Manages rigorous testing and documentation prior to installing highly complex Contact Center software. Provides technically advanced and in-depth troubleshooting to quickly identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff/vendor for resolution. Provides leadership and direction in developing and implementing strategies to achieve business objectives within set deadlines. Ability to communicate and articulate complex system/project issues to higher management. Ideal candidate would have recent experience with Outbound communication Voice/Email (Genesys), Reporting based on Genesys data and Nice IEX. Responsibilities Investigates, designs and effectively articulates system enhancements to resolve Contact Center challenges. Facilitates the QA process to ensure test scenarios are completed, documented, and signed- off. Isolates highly difficult or significantly ambiguous issues by reproducing the incident, identifying invalid data within the logs and databases, and/or tracing transactions through the infrastructure to identify a failure point. Provides specifications for development fixes and advanced configuration of hardware and software. Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed. Ensures all ticketed items are completed within set timeframes. Creates and updates Support and User Guides. Delivers technically advanced post-development support (including client installations). Leads and implements Contact Center Technical Support business initiatives in accordance with leadership guidelines. Presents, communicates, and articulates technically advanced information to all levels of the organization (including technical and non-technical personnel, outside vendors, Senior Leadership and Executive Leadership). Processes level 2 and 3 help desk tickets. Provides highly complex functional and technical support of Contact Center applications, isolates issues, and distributes ticket to the appropriate team for resolution. Qualifications: Oracle and Microsoft SQL queries and scripting. Expert skill in SQL queries. Ability to write adhoc scripts, extract data as needed. Hands on experience configuring Genesys, NICE QM, NICE WFM, CCPulse, and Avaya. Hands on experience configuring and integrating CTI Framework, ACD, AOD, Routing, IVR/Voice Platform, Text to Speech, Speech Recognition, Dialer Strategies, Dial Modes, Reporting, Email, Chat, and Quality Monitoring into a Contact Center environment. Strong understanding of Software Development Lifecycle and best practices. Document user, support and maintenance procedures. Document standardized communications to users and management. Customer service skills including conflict resolution. Strong written, verbal and presentation communications skills and the ability to effectively express complex technical concepts to non-technical audiences. Ability to conceptualize end user steps and processes to readily identify the issue/problem. Mastery ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables Mastery ability to perform in a collaborative team environment Proficient in negotiating issues to resolution. Troubleshooting PC problems and issues. Problem solving and analytical skills. Trains less experienced end users and staff in resolving more complicated technical issues and processes. Proficient knowledge of PC systems, hardware and software. Knowledge of Software functionality. Hardware and software support of mobile computing systems. Knowledge of PC remote access functions and usage.

Lead Telecommunications Engineer      
Looking for a Lead Telecommunication Engineer that has experience with Cisco, Unified Communications, VOIP that can engineer, lead and support a large enterprise environment. CISCO Unified Communications Manager enterprise CISCO Unity connection, CISCO emergency responder, SPP, PRI, CISCO, Real-time monitoring, NetScout, trouble-shooting, CCNP, CCIE voice is a plus.

Senior CISCO VOICE Infrastructure Engineer      
Prestigious leading Financial Firm seeks a Cisco Unified Communications / Voice Engineer. This role is part of a team responsible for the continuous operation and performance of the enterprise voice infrastructure. The person in this position will be responsible for managing the day-to-day operations of mission critical technology including Cisco Unified Communications, Cisco Unity, Cisco Emergency Responder and integration to critical 3rd party applications including call center and voice recording. This position will ensure high quality service delivery through responsiveness to network problems, crisis management, and adherence to service levels and network improvement initiatives. The person in this role is expected to respond to high impact issues, architecture & design planning, along with participating in a rotating on-call schedule with other team members.

Avaya / VOIP / SIP Lead Engineer      
Looking for an Avaya, VOIP, SIP network, distributed VOICE Architect/Engineer. A lead to be able to manage vendors, engineer, design, implement. Lead virutal enterprise wide transport team. Avaya, VOIP, SIP modular messaging six voicemail systesm, Storage, master replication, Microsoft line, Avaya, G430, G450, G650 gateways. Digital PSTN technologies. TDM/IP

Avaya VoIP Systems Architect      
A prestigious enterprise Financial Services Firm seeks a Systems Architect with expertise in Avaya Telecom infrastructure. SUMMARY: This position will be the systems architect and engineer technologist in the VoIP networking/Telecom environment. This position will provide technical thought leadership, and is accountable to define, maintain, communicate, implement & execute the enterprise architecture, solution engineering, standards & strategy and for its operational usage across the enterprise for technologies in scope. SCOPE: The technologies within the scope of this position include the full range of Avaya VoIP & SIP networking/Telecom architectures and technologies including but not limited to distributed voice, video, and related operating system & supporting software. This position directly influences the annual spend for capital and related operating expenses for the technologies in scope. This position will report to the Architecture, Engineering & Planning leader and provide guidance to a virtual team of engineers operating in this technical area.

NICE Call Recording Systmes Analyst      
Looking for a NICE Call Recording System Analyst that comes from a large CISCO, VOIP shop. They are upgrading to the newest version of Nice. Must have experience with a Nice installation and be able to troubleshoot and perform maintenance on the Nice System. Will join a small team and work and interfacce with the telephony telecommunication teams.