Call Center Engineer (ACD Specialist)

Company Description
Lumen SolutionsGroupInc. is a technology consulting Services company based inFlorida. Weprovidea wide array of experienced business and IT professionals supporting clients from solution design to implementation and specialize in professional IT consulting services IT Staffing Business/IT Strategy Business Process Blueprints Enterprise Architecture and EnterpriseTransformation.

Job Title - Call Center Engineer (ACD Specialist)
Location - Washington DC (Remote)
Job Type - Contract

Job Description
Seeking a skilled Call Center Engineer with strong experience in ACD platforms (preferably Avaya) to support and optimize contact center operations. This role involves troubleshooting call routing managing IVR flows and ensuring high availability of voice and digital channels.

Skills:

• ACD person not PBX.
• Avaya ACD experience preferred but at least one ACD platform experience required including understanding of ACD platform components call routing logic and call flow configuration and debugging.
• Understand call center terminology and integrations such as CTI VRU call recording WFM SMS/Chat/Text etc.
• Ability to read troubleshooting traces.
• IVR troubleshooting and basic design understanding.
• Trunking (SIP trunks) and toll fraud knowledge including carrier terminology including toll-free numbers DID numbers DNIS ANI etc. plus AT&T Route Its usage knowledge.
• Basic network knowledge including TCP/IP fundamentals VoIP (SSIP SRTP) concepts LAN/WAN basics and understanding of call quality factors (latency jitter packet loss).
• ODBC configuration and writing SQL queries.
• Basic XML review and interpretation.
• Microsoft office knowledge plus file transfer software.
• Basic ITIL processes and procedures along with incident management change management escalation handling and ability to work under pressure in real-time environments.
• Experience with ticketing systems such as Service Now monitoring tools and reporting dashboards.
• Ability to troubleshoot call routing issues root cause analysis log analysis and interpreting system alerts.
• Performance monitoring includes call volume queue wait times abandon rates etc.
• Understanding of basic workforce management concepts service level agreements KPIs
• Basic Windows PC skills.
• Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure.
• Must be a team player and willing to share information freely.
• Clear verbal and written communication skills ability to explain technical issues to non-technical users and collaborate with network teams application teams and business stakeholders.
• Must share on-call support as we are a 24x7 support group ability to write / update documentation (runbooks diagrams etc.).
• Understanding of data privacy (PCI PII and HIPPA) access control and permissions and following compliance standards.

Lumen SolutionsGroup Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.