REMOTE::Call Center Engineer (ACD Specialist)
Why This Role Stands Out
Elevate your career as a Call Center Engineer with SkylineIT Solutions, where you'll leverage your ACD expertise to optimize critical contact center operations remotely. This role offers a fantastic opportunity to deepen your skills in a dynamic environment, working on complex call routing and IVR systems. If you're a problem-solver with a passion for seamless communication technology, this position is an excellent fit for your next professional challenge.
Quick Overview
Job Description
- 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 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
Charan Kumar | Skyline IT
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