Senior Telecommunications Engineer (Nice InContact experience)

As Senior Telecom Analyst, you will be a member of our Network and Telecom Services Team at Tenerity, supporting our enterprise telecommunications platforms.

The Senior Telecom Analyst is a hands-on and dynamic role, maintaining Tenerity’s customer facing Contact Center omni-channel platforms and corporate telephony technologies. Expertise supporting the technology that enables our business and ultimately drives the customer experience is essential to be successful in this role.

The role requires a technically-skilled individual with a focus for detail, sense of urgency, and a tenacious mind-set to overcome obstacles for this unique opportunity to work within the Global IT Infrastructure group at Tenerity.

Duties and Responsibilities:

Maintain enterprise Contact Center and corporate telecommunications systemsDesign, configure, enhance, and test platform elements including call routing, IVR scripting, hours of operation, address book transfers, to meet business requirements.Support maintenance of the telecommunications toll free and DID number portfolio, port orders, documentation, and ongoing utilization review for operational and cost efficiencies.Provide responsive triage and support for operational tickets, including call quality, moves/adds/changes, call recording requests, headsets, and carrier faults.Support collaboration and mentoring with team to effectively support telecommunications systems, including engaging cross-functional teams to provide appropriate expertise (API development, database, storage, and networking support).Work closely with leadership to manage internal stakeholders and vendor relationships, to review and maintain ongoing service levels and costs.Collaborate with management to ensure efficient operation and ongoing improvement of systems, and collaborate on designing and implementing new solutions for our clients.Update and review operational policies and procedures, and business continuity and disaster recovery documentation.Support, design, and participate in Disaster Recovery exercises.On Call rotation required.

Qualifications:

5+ years of telecommunications industry experience, supporting omnichannel Contact Centre technologies5+ years experience Verint Email / KANA Response administration is strongly preferred. Includes administration of mailboxes, rules and templates, HTML, XML, and troubleshooting.5+ years experience NICE InContact CXone administration is strongly preferred. Includes application of best practices and concepts including ACD, CTI, IVR and how each applies to NICE InContact CXone platform components (MAX, ACD, Softphone, Inbound, Outbound Dialer, scripting)3+ years experience maintaining Avaya PBX and ACR/NICE Call Recording is preferredExperience supporting a global enterprise and regulatory requirements including PCI, GDPR, and CCPA.Strong technical knowledge associated with enterprise email systems is preferred. Includes O365, email routing, DNS, SMTP, DKIM, DMARC, SPF.Experience with Toll Free and DID numbers, and telecom carrier portals.Experience with Microsoft Teams Operator Connect or Direct Routing a plus.Proficiency in Microsoft Office suite, Jira, Confluence, and ServiceNow.Superior written, verbal, and presentation skills. Goal oriented self-starter, motivated to succeed. Team player who is willing to assist peers, management, and other departments to achieve positive outcomes for the company.Bachelor’s degree in Telecommunications, Information Technology, Engineering, Computer Science or related discipline, or an equivalent combination of education and experience in contact center operations.Relevant industry technical certifications and training is preferred.