Contact Center Support Engineer

define budget to support organic growth, new clients and integration of newly acquired companiesMaintain accurate documentation of telephony configurations, procedures and troubleshooting stepsPerform peer reviews and approval on the method of procedures for changes to be implemented by Telephony Administrators, ensuring consistency with the architecture frameworks.Engage telephony vendors to negotiate contracts, manage service level agreements and stay informed about emerging telephony technologiesAct as a third point of contact to provide technical expertise and support related to telephony infrastructure to other technology stack teamsAct as backup lead / manager when the need arises.Support pre-sales requirements and participate in budgetary exercises.Specific Qualifications : Proficiency in voice over IP (VOIP) and SIP technology (Oracle SBC).Knowledge in presales processes and activitiesProficiency in installation, configuration, administration and supportExperience with design and implementation of ACD systems, voicemail systems, and other telephony services.Experience in handling Voice recordings, dialers, CTI servers and other adjuncts systemsWorking knowledge of I.T. requirements / demands in call center operations and organization, particularly in the area of operations support.Knowledgeable in Cisco data networkingExperienced in pre-sales and financial planning activities.Experience and Education : Bachelor’s Degree in ECE, Computer Science, Information Technology, or any IT / Computer-related courseHands-on experience in telephony services such as Avaya, Sinch, Five9, Genesys and any dialer solution is an advantage.10 years of experience in telecom systems (with 5 years minimum managing / administering SBC (Session Border Controller)Experience in overseeing a team or group of IT professionals