Senior Avaya Contact Center Engineer, hybrid | 783027

Revel IT

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Reference: 783027
Our Columbus, Ohio client is seeking a strong Senior Avaya Contact Center Engineer for a contract opportunity that will involve resolving highly complex technical problems utilizing diagnostic tools, analytical tests, and other troubleshooting techniques. The senior engineer is responsible to intake team escalations and provide solutions to issues.

**Hybrid schedule – 2 weeks onsite, 2 weeks remote**

Tasks and Responsibilities:

  • May need to partner with various other technical resources to assist in solving end user and systemic issues.
  • This role resolves issues in a fast-paced, customer critical environment.
  • Responsible for working with team members within the Contact Center team to understand efficiency challenges and use this to drive improving process, standards, and strategies to perfect our support services.
  • Takes direction from the Contact Center Engineer, Lead and Team Manager for project assistance and support prioritization.
  • Effectively troubleshoot and resolve highly complex technical problems.
  • Use judgement, creativity, and sound technical knowledge to discover and recommend solutions to our product owners and stakeholders; onsite as needed.
  • Guide junior support engineers on complex cases and provide documentation where necessary
  • Identify, document, and report design, reliability, and maintenance issues regarding environment stability and availability
  • Validate technical information and metrics and release early alerting to highlight potential issues
  • Perform capacity and disaster recovery planning for all contact center systems and recommend changes to accommodate increased growth and changing business needs

  • Bachelor’s in Telecommunications or Information Technology
  • Minimum 4+ years’ experience is required with Advanced Contact Center solutions, SIP technology, and trunking technologies
  • Experience with Avaya telephony systems, NICE Analyzer reporting, Conversant VRU, Witness eQuality Balance, Witness Contact Store, CallCopy and Genesys Contact Center Solutions is a plus
  • Knowledge of call routing fundamentals, design and troubleshooting techniques is essential.
  • Knowledge of standard cabling technologies such as UTP (Category 5, 5e and 6), Fiber Optic (single mode, multi-mode), and Coaxial.
  • Should have the ability to work independently and be able to establish priorities.
  • Dedication to quality customer service and active listening skills
  • Must have Excellent Troubleshooting and Communication Skills.
  • Must have the ability to work in a fast paced dynamic and growing IT environment with the flexibility to work with a wide range of technologies.
  • Good Organizational Skills with the ability to coordinate the work of self and junior members of the team.
  • Outstanding analytical skills to resolve customer issues

Revel IT (formerly known as Fast Switch) is one of the fastest-growing, privately held, IT Staffing companies in the nation. Our client base includes 32% of the Fortune 25. We have major offices in Dublin, OH, Phoenix, AZ, Los Angeles, CA, and Austin, TX and are rapidly expanding into new markets from coast to coast.

  • In addition to standard health and 401k benefits, we offer referral bonuses and training/continuing education opportunities.
  • 5-year client retention: 99%
  • No. 1 supplier with customers: 53%
  • Top 3 supplier with customers: 77%
  • Consultant retention: 94%

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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