InComm

  • Voice Technical Solutions Architect III

    Job Location US-GA-Atlanta
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

    About This Opportunity

    InComm is looking for a Voice Solutions Architect to provide architectural guidance and technical leadership for our Contact Center and PBX architecture.  This person will assume the role of architect and subject matter expert for InComm’s telephony engineering and operations teams to design innovative solutions to ensure high availability of call center technologies.  

    Responsibilities

    • Be the architect and subject matter expert for InComm’s telephony engineering and operations teams.
    • Architect, maintain, and administer an industry-leading contact center platform and related applications specifically designed to be operationally stable and meet business/customer demands.
    • Design solutions to ensure 24x7 high availability (99.999%) of call center technologies.
    • Serve as the technical lead on projects of all scopes by developing design documentation, coordinating system changes, leading project meetings, and executing configuration changes around contact center systems.
    • Analyze current contact center platforms and recommend ways to improve/modernize voice services, design and propose innovative ideas, and ensure service excellence across multiple contact center locations.
    • Provide technical leadership for Contact Center and Voice Engineers in support of a large telephony environment.
    • Develop all technical standards, operational processes, and monitoring requirements for contact center and collaboration architectures.
    • Develop, test, implement, and maintain a disaster recovery plan for telephony solutions.
    • Develop and maintain Life Cycle Management processes and strategic roadmap for telephony solutions across multiple call centers.
    • Recognize cost opportunities in regards to vendor negotiations, equipment, and other areas.
    • Oversee vendor relationships, evaluate vendor proposals, and align solutions with telephony standards.
    • Partner with Infrastructure and various Application Development teams to effectively design, develop, and implement Contact Center solutions.
    • Proactively initiate technical design discussions, develop solutions, and identify dependencies across cross-functional platforms involving both internal and external resources.
    • Work independently and with team members of all levels; consult with stakeholders when appropriate.
    • Strong written, oral communication, and interpersonal skills, as well as the ability to explain complex concepts to both technical and non-technical audiences.

    Qualifications

    • Hands on experience with Genesys (I3), Cisco Framework (CVP, UCCE), reporting, routing, and multi-channel components
    • Minimum of 7 years’ experience in Telephony/Contact Center space, telecom and network technologies
    • 7+ years architecture, design, deployment, configuration, and scripting Cisco UCCE & CVP software, third party software, and integrated peripheral systems
    • Ability to read, write, and document technical solutions
    • Strong mentorship and training skills for technical teams
    • Experience in a multi call center environment for both insourced and outsourced call centers
    • Strong telephony background in an IP telephony environment
    • Ability to articulate complex solutions and issues at a high level
    • Must be able to work independently with minimal supervision, using good judgement in the assessment of situations to quick resolution
    • Certifications would be a plus (CCIE, CCVP, other Voice Platforms)

     

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

    *This position is eligible for the Employee Referral Bonus Program - Tier III

     

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