Senior Inbound Contact Center Engineer & Team lead

You are a highly skilled and motivated Senior Inbound Contact Center Engineer who will be responsible for the design, implementation, maintenance, and continuous improvement of inbound contact center solutions. Your expertise will ensure a seamless and efficient experience for customers by utilizing industry-leading technologies like Avaya, NICE, and Swampfox. In your role, you will design, implement, and maintain complex inbound contact center solutions, including call routing, IVR design, agent desktop configuration, reporting, and integration with other business systems. Troubleshooting and resolving technical issues related to voice infrastructure, applications, and integrations will also be part of your responsibilities. You will proactively monitor system health, capacity, and performance, implementing optimizations to ensure stability and efficiency. Staying updated on emerging contact center technologies and industry best practices will enable you to recommend and implement innovative solutions to enhance customer experience and operational efficiency. Your project management skills will be crucial as you lead and participate in projects related to contact center technology upgrades, expansions, and new feature implementations. Effective collaboration with cross-functional teams, vendors, and stakeholders will ensure successful project delivery. As a mentor, you will provide guidance, training, and support to junior team members to enhance their skills and knowledge. Sharing your expertise through knowledge-sharing sessions and documentation will contribute to the team's growth. Process improvement will be a key focus area where you will analyze existing contact center processes and identify areas for efficiency, automation, and enhanced customer experience. Leveraging Agile methodologies like Scrum and Jira, you will manage projects and ensure timely delivery. Your technical skills should include a deep understanding of VoIP technologies, SIP protocols, networking concepts, contact center reporting tools, scripting languages, APIs for integrations, and network infrastructure. Strong communication skills, problem-solving abilities, proactive mindset, and excellent time management are essential soft skills required for this role. Ideally, you should possess a Bachelor's degree in Computer Science or Information Technology. Avaya certifications (e.g., ACIS, ACSS), NICE CXOne certifications, and Agile/Scrum certifications (e.g., Scrum Master, Product Owner) are highly desirable. If you are looking to join a dynamic team and contribute to the continuous improvement of contact center solutions, this role might be the perfect fit for you.,