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Safe-Guard Products International · 1 day ago

Telephony Engineer

Atlanta, GA, US

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

Safe-Guard Products International is a leader in providing innovative protection products and solutions in the automotive finance and insurance industry. They are seeking a highly skilled Telecom Contact Center Engineer to manage and migrate contact center solutions to cloud-based services, while also contributing to projects involving AI technologies.

AccountingAutomotiveCustomer ServiceRisk ManagementWholesale

Growth Opportunities

Responsibilities

Setup, configure, and test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager, CVP, Workflow Management systems, Call recording systems

Manage day-to-day activities for CISCO Enterprise Chat and Emails System

Support CISCO Ingress SIP gateways

Support Calabrio ONE, QM, WFM, and AI hosted solutions

Participate in various IT projects intended to continually improve/upgrade converged network solutions

Provide tier 2 Support for Contact Center customer service representatives

Continuously monitor, optimize, and improve the performance of existing applications

Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems

Educate the customer on solution as appropriate throughout the life of the project

Migrate from on-prem contact center to cloud-hosted contact center as a service provider

Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice call

Plan, document, and support the configuration of contact center supporting solutions

Create detailed solution designs and documentation supporting development, implementation, and operations of enterprise-class SaaS/CCaaS solutions, integrating AI Speech Software, Natural Language IVR, and CRM applications

Centralize contact center scripting, routing, Calabrio cloud recording, and integration with CRM and other systems

Act as the Lead Unified Communications Solution Architect

Develop and maintain detailed designs within the Cloud Network environment

Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment as related to IVR and contact center solutions

Fully document all created work, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices

Lead and participate in project team activities for system work efforts related to enterprise systems

Work independently to accomplish assigned tasks and duties

Adhere to and follow all standards, policies, and procedures

Utilize various software and/or technology tools to perform job duties

Perform tasks and other duties related to this position and role assigned by the manager

Qualification

CISCO UCCE/PCCEAI Speech SoftwareCloud-based Contact CenterCTI integrationsSession Border ControllersNetworking principlesTechnical supportCustomer serviceLearning new technologiesCisco certificationCommunication skillsTeam collaborationAdaptabilityDocumentation skillsProject managementProblem-solving

Required

Bachelor's degree in information systems, computer science, business management, or equivalent is required

10+ years' experience in designing, building, and managing high-volume enterprise-class SaaS/CCaaS contact centers

2 years' hands-on experience working with CISCO Unified Contact Center Solutions

1+ years' experience with AI Speech Software Contact Center solution and Azure Communication Services

Experience with CTI integrations with CRM systems

Experience in managing and maintaining Session Border Controllers

Experience in transitioning from an on-prem contact center to a cloud-based contact center

Strong understanding of networking principles (DNS, QOS, DHCP, UDP)

Experience with capturing customer call flow requirements and developing call flow scripts

Working experience in integrating UCCE with other contact center solutions

Knowledge of voicemail, unified messaging, ACD and IVR systems, integration to CRM packages

Strong verbal and written communication skills

Ability to work effectively across internal and external organizations

Aptitude to acquire new technology and concepts quickly

High-end experience in Cisco Contact Center and Collaboration systems engineering

Preferred

CCNP or CISCO CCIE certification preferred

4 years' hands-on build and maintenance experience in cloud-based Contact Center, AI Speech Software, or on-prem Cisco Contact Center with natural language IVR build and maintenance (preferred)

2+ years' hands-on experience in AI Speech Software or Nuance IVR build and maintenance (preferred)

Benefits

Medical, Dental, and Vision Insurance

Flexible Spending Account

Health Savings Account

401(k) Plan with Company Match

Company-paid Short-Term and Long-Term Disability

Company-paid Life Insurance

Paid Holidays and Vacation

Employee Referral Program

Employee Assistance Program

Wellness Programs

Paid Community Service Opportunities

Tuition Reimbursement

Ongoing Training & Personal Development

And More!

Company

Safe-Guard Products International

Safe-Guard is the only Protection Products Platform serving OEMs, top retailers, and independent agents in the finance and insurance sector of the automotive, powersports, marine, and RV industries.

Founded in 1992

Atlanta, Georgia, USA

501-1000 employees