Telephony/UC Engineer

hace 13 horas

WorkFromHome, Colombia Emma of Torre.ai A tiempo completo

Telephony/UC Engineer (Alvaria/Noble) – Soutec LLC You'll optimize critical platforms, integrating systems to drive impactful customer experiences and business growth. Location Remote (for Colombia, Mexico, and Argentina residents). Compensation Submit your quote while applying. Mission \"The focus has always been to provide an extraordinary customer experience and excellent results by focusing on having the best work environment.\" Key Responsibilities Administer and maintain the Noble/Alvaria CX platform, including outbound/inbound dialers, campaign management, predictive dialing, IVR flows, and call routing. Configure and support Alvaria Workforce Engagement Management for scheduling, forecasting, and adherence. Manage and optimize voice, chat, and omnichannel routing within Alvaria systems. Ensure proper operation of call recording, quality monitoring, and compliance features. Integrate 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 aligned to business needs. Monitor telephony infrastructure for system health, latency, and call quality metrics. Lead troubleshooting of SIP signaling, trunking, call routing, and CTI integration issues. Perform upgrades, hotfixes, and patches on Alvaria/Noble components. Maintain system documentation, including call flow diagrams, configuration baselines, and runbooks. Partner with Network, Security, 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 resolution. What makes you a strong candidate Proficient in workforce management, VoIP, Service-level agreement (SLA), omnichannel strategies, interactive voice response (IVR). Job Details Seniority Level: Associate Employment type: Contract Job function: Engineering, Information Technology, and Customer Service Industries: Telecommunications #J-18808-Ljbffr

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