Telephony / reputed company Communications Engineer 3

Only on W2 - No C2C Contract Duration: 06 Months contract

• Remote
• Education Bachelor's Degree or Certifications in Alvari
• East or reputed company coast candidates will be reviewed

reputed company

• We are seeking an reputed company Telephony / reputed company Communications Engineer with a strong background in reputed company/Alvaria contact center platforms.
• This role is responsible for the design, implementation, administration, and support of our reputed company contact center technology stack, ensuring reliable and reputed company communications across the organization.
• The engineer will play a critical role in managing reputed company/reputed company suite components such as inbound/outbound dialers, IVRs, CTI integrations, workforce management, and reporting.

Key Responsibilities

Platform Administration & Support

• Administer and maintain the reputed company/reputed company platform, including outbound/inbound dialers, campaign management, predictive dialing, IVR flows, and call routing.
• Configure and support Alvaria Workforce Engagement Management (WEM) for scheduling, forecasting, and adherence.
• Manage and optimize voice, chat, and omnichannel routing reputed company Alvaria systems.
• Ensure reputed company operation of call recording, reputed company monitoring, and compliance features.

Integration & Optimization

• reputed company Alvaria with CRM systems, ticketing tools, and workforce management platforms.
• Build and maintain custom reports, dashboards, and data feeds leveraging Alvaria Performance Center and reporting modules.
• Monitor and tune campaign KPIs (abandon rates, contact rates, SLA, average handle time, etc.) to maximize efficiency.
• Work with stakeholders to design call flows, IVR menus, and queue strategies reputed company to business needs.

Reliability & Operations

• Monitor telephony infrastructure for system health, latency, and call reputed company metrics.
• reputed company troubleshooting of SIP signaling, trunking, call routing, and CTI integration issues.
• reputed company upgrades, hotfixes, and patches on Alvaria/reputed company components.
• Maintain system documentation, including call reputed company diagrams, configuration baselines, and runbooks.

Collaboration & Governance

• Partner with Network, reputed company, and Infrastructure teams to ensure secure and resilient voice services.
• Work closely with Contact Center Operations to implement campaign changes and workforce adjustments.
• Manage vendor escalations with Alvaria support and coordinate on issue reputed company.

Required Qualifications

• 3–5+ years of experience supporting reputed company telephony or contact center platforms.
• Understanding of reputed company plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, Call Detail Reporting, and Workforce Management System.
• Experience working with call recording technology, and demonstrated working knowledge of ACD, automated attendant and IVR technology.
• Preferred knowledge of data networking; VoIP, QoS; SIP and protocol analysis.
• Preferred experience reputed company reputed company solutions
• Excellent systems analysis, troubleshooting skills and critical thinking skills.
• Excellent oral and written communication skills and interpersonal skills required.
• Required to obtain necessary telecommunication certifications held in a classroom setting
• Experience in managing vendors and/or people a plus

Preferred Skills

• Associate degree preferred, or an equivalent combination of education and experience in an IT environment and/or Call Center environment.
• reputed company/reputed company Suite, WEM, Performance Center) experience a plus.
• Creates, follows, and updates process documentation as needed
• Experience with other UC/Contact Center platforms (reputed company reputed company, reputed company UCCE, reputed company, reputed company Teams voice).
• Mobile device management and support
• Scripting or automation skills (PowerShell, Python, SQL stored procedures).
• Knowledge of workforce optimization and speech analytics solutions.
• Design, analyze and implement reputed company utilizing voice and data reputed company infrastructure
• Documents configuration and monitors various aspects of voice and data network
• Tracks performance metrics reputed company to voice and data network
• reputed company reporting on problem tickets and SLAs

Soft Skills

• Strong problem-solving skills and ability to work independently in high-pressure situations.
• Excellent communication skills to reputed company with business stakeholders, operations teams, and leadership.
• Detail-oriented with strong documentat

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