Take responsibility for stability of platform and control company standards, developing existing features, and implementing new functionalities across Europe supporting incident management.
Responsibilities
Take responsibility for stability of platform and control company standards
Develop existing features according to best practices
Implement new functionalities in 15+ countries across Europe
Senior Quality Assurance Analyst providing system analyst leadership for pillar systems such as Interactive Voice Response (IVR), Computer telephony integration (CTI), Automatic Call Distributor (ACD), call routing and queuing, customer case management systems, Softphone, call analytics and reporting platforms.
Responsibilities
Responsible for the daily management and operation of systems, ensuring we meet and exceed our goals
Monitors systems performance and executes optimizations to drive revenue in a cost-efficient manner
Identifies and executes optimization opportunities
Troubleshoots problems and performance issues and escalates same as required to continually drive productivity
Professionally communicates status and resolutions of issues in a timely manner
Lead and manage training initiatives for a large-scale contact centre, developing strategy, programs, and metrics to improve agent performance and customer satisfaction.
Responsibilities
Develop and refine comprehensive training strategy for contact centre operations
Lead, mentor, coach, and manage a team of trainers, instructional designers, and training coordinators
Oversee end-to-end lifecycle of training programs from needs analysis to delivery and evaluation
Establish and monitor key training metrics and KPIs
Design and deliver engaging training programs including onboarding, product, process, soft skills, and leadership training
The Telecommunications Administrator is responsible for the administration, configuration, and maintenance of all telecommunications systems supporting Howard University Hospital.
Compensation
Compensation Range: $79,200 - $88,000
Responsibilities
Manage and maintain the hospital’s telecommunications systems, including VoIP, PBX, voicemail, call recording, and call center applications.
Configure and optimize SIP trunks, call routing, dial plans, and extensions to meet departmental needs.
Monitor system performance, perform diagnostics, and resolve issues to ensure maximum uptime and call quality.
Apply firmware updates, patches, and backups in accordance with change management procedures.
Serve as the primary liaison with telecommunications vendors and service providers for installation, troubleshooting, upgrades, and service-level compliance.
Requirements
Bachelor’s degree in Telecommunications, Information Technology, Computer Science, or a related field
Nice to have: Cisco CCNA Collaboration or Voice
Nice to have: Avaya Certified Implementation Specialist
Responsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems.
Compensation
Pay Range: $96,110.00 - $153,777.00
Responsibilities
Design, install and configure systems for the telecommunications infrastructure
Implement highly available solutions to minimize repair and recovery efforts
Perform daily monitoring, performance tuning and optimization
Document Standard Operating Procedures for system administration
Troubleshoot and provide root cause analysis of complex system and user issues
Requirements
Bachelor's Degree with a technical major, such as engineering or computer science or equivalent years of experience
Nice to have: GCX-GCP Genesys Cloud CX Certified Professional
Nice to have: GCX-GCD Genesys Cloud CX Certified Developer
Nice to have: GCX-ARC Genesys Cloud Architect Certification
Nice to have: GCP-GC Genesys Cloud Certified Professional
Design, implement, and support enterprise telephony and contact center solutions, optimizing voice routing and troubleshooting complex telecom environments.
Compensation
The pay range for this position is $80000.00 - $125000.00/yr.
Responsibilities
Design, implement, and support enterprise telephony and contact center solutions
Configure and optimize ACDs, IVRs, call routing strategies, vectors and call flows
Support and maintain VoIP platforms and contact center technologies
Develop technical solutions that improve customer and agent experiences
Administer and troubleshoot AudioCodes SBCs and gateways, SIP trunking, voice routing infrastructure, carrier connectivity
Seeking an experienced and technically strong Senior Manager to lead Site Reliability Engineering (SRE), Application Production Support, and operational excellence for enterprise Contact Center Transformation platforms.
Responsibilities
Lead Site Reliability Engineering and end-to-end application production support for enterprise Contact Center Transformation platforms.
Manage production operations and technical support for Five9, Genesys, enterprise telephony, IVR, ACD, CTI, SIP/RTP, intelligent voice bots, and SpeechMiner.
Oversee reliability and production support for applications hosted on Google Cloud Platform (GCP).
Drive end-to-end observability using Grafana, Elasticsearch, OpenSearch, Google Cloud Monitoring, OpenTelemetry.
Lead operational support and monitoring for conversational AI, intelligent voice bots, LLM-based applications, and Agentic AI frameworks.
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