Call Center Engineer (ACD Specialist)

Allwyn Corporation is seeking a skilled Call Center Engineer with strong experience in ACD platforms to support and optimize contact center operations. This role involves troubleshooting call routing, managing IVR flows, and ensuring high availability of voice and digital channels.

Responsibilities:

• Troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts
• Performance monitoring including call volume, queue wait times, abandon rates, etc
• Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts
• Understanding of basic workforce management concepts, service level agreements, KPIs
• Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.)

Requirements:

• Strong experience in ACD platforms (preferably Avaya)
• At least one ACD platform experience required including understanding of ACD platform components, call routing logic and call flow configuration and debugging
• Understand call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc
• Ability to read troubleshooting traces
• IVR troubleshooting and basic design understanding
• Trunking (SIP trunks) and toll fraud knowledge including carrier terminology including toll-free numbers, DID numbers, DNIS, ANI, etc. plus AT&T Route It usage knowledge
• Basic network knowledge including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics and understanding of call quality factors (latency, jitter, packet loss)
• ODBC configuration and writing SQL queries
• Basic XML review and interpretation
• Microsoft office knowledge plus file transfer software
• Basic ITIL processes and procedures along with incident management, change management, escalation handling and ability to work under pressure in real-time environments
• Experience with ticketing systems such as Service Now, monitoring tools and reporting dashboards
• Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts
• Performance monitoring including call volume, queue wait times, abandon rates, etc
• Understanding of basic workforce management concepts, service level agreements, KPIs
• Basic Windows PC skills
• Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure
• Must be a team player and willing to share information freely
• Clear verbal and written communication skills, ability to explain technical issues to non-technical users and collaborate with network teams, application teams and business stakeholders
• Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.)
• Understanding of data privacy (PCI, PII and HIPPA), access control and permissions and following compliance standards
• Avaya ACD experience