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Voice Engineer in Austin, TX at APEX Systems

Date Posted: 12/7/2018

Job Snapshot

Job Description

Job #:  918343

We are looking for a well-qualified contractor candidate to help fill a critical role: Network Engineer 1 – Core.  We are looking for excellent candidates as we feel that we have something special to offer at a great place to work.  We would like to interview potential candidates for a 30 minute phone screening initially.  The position would be a minimum of 6 months with the potential at a future date to become an FTE based on filling open positions. A well-qualified candidate will have the following skills:

 

The primary item they would be working on would be our Contact Center.  We receive approximately 4,500 calls a day and the system is a cloud-based system called NICE-InContact.  They would be the primary administrator of all components in the system:

  • IVR = Interactive Voice Response
  • ACD = Automatic Call Distributor
  • WFM = Workforce Management
  • QM = Quality Monitoring

 

  • Experience in:
    • NICE-InContact cloud-based platform for IVR, ACD, Workforce Management, and Quality Management
    • IVR – Requirements gathering, programming, prompt recording and speech tuning utilizing the InContact Studio tool
    • Reporting – Understanding contact center metrics
    • Workflow design and implementation of skills-based routing for voice, email, and chat (omni-channel)
    • Hard Phones, soft phones, and WebRTC phones
  • Ability to diagnose diverse technical issues in a complex enterprise environment
  • Proactively monitor contact center performance and metrics
  • Create and maintain documentation for the contact center applications
  • Perform troubleshooting and incident response in a timely matter
  • Work with Developers, Systems Engineers, Security Analysts and Architects in developing contact center configurations based on requirements
  • Work with business stakeholders on design, requirements gathering, and some training as required
  • Work closely with NICE-InContact Technical Account Manager on tracking and resolving issues as they arise.
  • Excellent troubleshooting and debugging skills, with a passion for problem solving and investigation

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178