Call Center Engineer (ACD Specialist)

Lumen Solutions Group Inc•Washington, DC

13h•Remote

About The Position

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.

Requirements

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
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
Understanding of data privacy (PCI, PII and HIPPA), access control and permissions and following compliance standards

Responsibilities

Troubleshooting call routing
Managing IVR flows
Ensuring high availability of voice and digital channels
Troubleshoot call routing issues
Root cause analysis
Log analysis
Interpreting system alerts
Performance monitoring includes call volume, queue wait times, abandon rates, etc.
Share on-call support as we are a 24x7 support group
Write / update documentation (runbooks, diagrams, etc.)