Contact Center Systems Engineer

We are seeking a Contact Center Systems Engineer with strong expertise in Avaya ACD and enterprise contact center technologies. The ideal candidate will support, troubleshoot, optimize, and maintain contact center infrastructure, including ACD platforms, telephony systems, call routing, IVR solutions, SIP trunking, and carrier integrations. This role requires strong analytical skills, hands-on troubleshooting experience, and the ability to support mission-critical contact center operations in a 24x7 environment.

Key Responsibilities

• Design, configure, support, and optimize enterprise contact center solutions with a primary focus on Avaya ACD platforms.
• Troubleshoot complex call routing, IVR workflows, call flows, routing logic, and telephony system issues.
• Manage carrier connectivity, including SIP trunks, toll-free services, DIDs, DNIS, ANI, toll fraud prevention, and related telephony services.
• Monitor and troubleshoot voice quality issues, including latency, jitter, packet loss, and VoIP performance.
• Perform root cause analysis using system logs, troubleshooting traces, SQL queries, XML files, and diagnostic tools.
• Configure and support ODBC connections and data integrations.
• Collaborate with network, application, and infrastructure teams to resolve complex production issues.
• Participate in a 24x7 on-call rotation and support incident, problem, and change management activities.
• Maintain technical documentation, runbooks, network diagrams, and operational procedures.
• Track incidents and service requests using ITSM tools such as ServiceNow.
• Support contact center integrations including CTI, IVR/VRU, call recording, Workforce Management (WFM), and digital communication channels.
• Ensure systems comply with security, access control, and data privacy standards including PCI, PII, and HIPAA.
• Communicate technical issues and recommendations effectively to technical and non-technical stakeholders.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience).
• 5+ years of experience supporting enterprise contact center or telephony environments.
• Strong hands-on experience with Avaya ACD or another enterprise Automatic Call Distribution platform.
• Deep understanding of ACD architecture, call routing, IVR configuration, and contact center operations.
• Experience with SIP trunking, VoIP protocols (SIP, SRTP), and enterprise telephony technologies.
• Strong knowledge of TCP/IP networking fundamentals and voice quality troubleshooting.
• Experience writing SQL queries for troubleshooting and reporting.
• Working knowledge of XML, ODBC configuration, and file transfer utilities.
• Experience with ServiceNow or other ITSM/ticketing platforms.
• Strong understanding of incident, problem, and change management processes.
• Excellent troubleshooting, analytical, and communication skills.