Job Description
A client of Insight Global is looking for a Voice Engineer. This is client is looking for a technical teams and business leaders to design, develop, and maintain Interactive Voice Response (IVR) and call flow routing for DTMF and advanced speech applications. Partner with department managers and end users to understand business needs, gather requirements, and develop solutions to deliver the desired call center experience. Support and maintain existing Telephony, Contact Center solutions, and demonstrate complex critical thinking skills. Lead implementation of API/ Web Service integrations to back-end systems. Working knowledge of QM recording, Outbound dialing campaigns. WFM, Omni-Channel Analytics, Customer Journeys, and Reporting. In addition, this individual will perform systems tuning to optimize performance of IPT systems and reduce communication costs and analyzes IPT systems and performance data for purposes of capacity analysis and management. The individual will need to take responsibility for solution development and integration with other specialized disciplines: network security, wireless network, and IP telephony, call center, etc
Required Skills & Experience
5+ years of network support
5+ years of Voice Engineering
Troubleshooting LAN, WAN, SDWAN
Install and maintain Cisco switches, and routers devices
Identify, research, evaluate, and implement emerging network technologies
Uncover and troubleshoot issues
Provide documentation for project deliverables
Support senior Engineers with projects
Infrastructure support, Cisco networking and switches
Familiarity with switch command, VLAN, command lines, and IP address
Provide support effort for wired and wireless and SD-WAN network
Install and implement network-based solutions for mobile
High level of analytical and problem-solving capability
Working knowledge of the OSI model
Aptitude for learning recent technologies.
Ability to communicate technical concepts to technical and non-technical audiences.
Knowledge of data processing systems, concepts, and methodologies is a plus
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.