Aspect Telephony Engineer  

The Telephony Engineer is responsible for administering and maintaining day to day Telephony operations to ensure the availability of telephony services improving telephony processes and meeting the SLA for incidents and service requests. Delivering contact center solutions to the company, project management, implementation of new software and CTI tools, handling high-level escalation for complex telephony issues.

Key Job Functions and Duties:

• Ensure that all Telephony systems are adequately documented
• Develop and implement policies and classify and oversee access to protect telephony systems
• Work with security team to evaluate threats, troubleshoot issues, and comply
• with appropriate security configuration standards

General skills:

• Excellent communication skills
• Development and maintaining relationships with key technical stakeholders within the customer organization and with external vendors
• Ability to work well within a team
• Exceptional analytical and troubleshooting skills
• Ability to work in a fast-paced environment
• Should have JavaScript and VXML background
• Object Oriented Programming or Scripting
• Software development knowledge

Desired Experience & Qualities:

• ASPECT Call Center experience is essential - Aspect ACD and Aspect IVR
• Demonstrated competency related to databases, telephony, software applications and ACDs
• Proficiency with XML, V-XML is highly desirable

Qualifications and Accreditations:

• Three to five years’ experience in a similar role

Reporting structure:

• The Telephony Engineer reports to the Enterprise Communication & Collaboration Head