Call Center Engineer (ACD Specialist)
Allwyn Corp
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 platform experience (Avaya preferred)
- Understanding of ACD platform components, call routing logic, and call flow configuration and debugging
- Understanding of 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 (toll-free numbers, DID numbers, DNIS, ANI, etc.) plus AT&T Route It 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
- Ability to work under pressure in real-time environments
- Experience with ticketing systems such as Service Now
- Experience with monitoring tools and reporting dashboards
- Basic Windows PC skills
- Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure
- Team player willing to share information freely
- Clear verbal and written communication skills
- Ability to explain technical issues to non-technical users
- Ability to collaborate with network teams, application teams and business stakeholders
- Understanding of data privacy (PCI, PII and HIPPA)
- Understanding of access control and permissions
- Understanding of following compliance standards
Responsibilities
- Troubleshoot call routing
- Manage IVR flows
- Ensure high availability of voice and digital channels
- Troubleshoot call routing issues
- Perform root cause analysis
- Analyze logs
- Interpret system alerts
- Monitor performance including call volume, queue wait times, abandon rates, etc.
- Share on-call support as part of a 24x7 support group
- Write/update documentation (runbooks, diagrams, etc.)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
