Call Center Engineer

Job Summary

Seeking a skilled Call Center Engineer, the full-time remote ACD Specialist will troubleshoot call routing, manage IVR flows, and ensure high availability of voice and digital channels while optimizing contact center operations.

Key responsibilities

• Troubleshoot call routing issues and perform root cause analysis
• Manage and optimize IVR flows and ACD platform configurations
• Monitor performance metrics, including call volume and queue wait times

Required qualifications

• Experience with ACD platforms, preferably Avaya
• Knowledge of call center terminology and integrations, such as CTI and call recording
• Basic understanding of network concepts, including TCP/IP and VoIP
• Familiarity with SQL queries and ODBC configuration
• Experience with ticketing systems and performance monitoring tools