Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for a professional, and motivated Telecommunications Engineer to join our team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today! We would welcome applications from Voice Engineers, VoIP Engineers, and Telephony Engineers.
Telecommunications Engineer
The Telecommunications Engineer supports telephony related projects, and vendor relationships, and provides their technical expertise and knowledge to other team members.
Schedule: Standard office hours are from 8:00am to 5:00pm CST, but must be available to work flexible hours including early mornings, later nights, and Saturdays as needed
Salary: $70,000 to $85,000 annually, dependent on experience, with room for negotiation
Additional Compensation:
· Comprehensive benefits package, including medical, dental, vision
· 401K match
· PTO and Sick time
· Ability to work remotely with equipment provided
DAY TO DAY
· Assume subject matter expert responsibility on voice equipment/components (PBX, Dialer, IVR, VoIP, telephony, SBC’s etc)
· Maintain PBX/dialer routing via ANI, DNIS, Call Scripts, and ACD
· Provide technical support of the PBX/Dialer/Switches software
· Assume subject matter expert responsibility on voice equipment/components (PBX, Dialer, IVR, VoIP, telephony, SBC’s etc)
· Identify and remedy network performance bottlenecks
· Diagnose and troubleshoot complex issues between carriers and localized telephony equipment, including managing communication regarding outages or issues
· Identify trending in call patterns, call results and assist Operations Leadership with optimizing performance through meaningful analysis and recommendations
WHAT YOU MUST POSSESS
Must Have:
· Minimum 2 years of experience working or directly supporting high volume call center operations
· Minimum 2 years of previous experience with telephony and network configurations
· Experience with the Interactive Intelligence/Genesys PureConnect telephony platform
· SQL/Database knowledge
· High School Diploma or equivalent
Nice To Have:
· Undergraduate degree or higher a plus
· Familiarity with Collection Compliance Regulations such as FDCPA and dialing regulations including the Telephone Consumer Protection Act (TCPA) a plus
· Experience with Natural Language IVR, Chat Bot, and Omni Channel
Additional Required Skills:
· Excellent verbal and written communication skills
· High quality customer service skills
· Must be a self-starter, driven, and able to manage multiple deadlines in a fast-paced environment
Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.
Job Type: Full-time
Pay: $70,000.00 – $85,000.00 per year
Benefits:
Schedule:
Education:
Experience:
Work Location: Remote
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