[Hiring] Call Center Engineer @Lumen Solutions Group Inc

Role Description

Seeking a skilled Call Center Engineer with strong experience in ACD platforms (preferably Avaya) 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.

Qualifications

• ACD person, not PBX.
• Avaya ACD experience preferred, but at least one ACD platform experience required.
• Understanding of ACD platform components, call routing logic, and call flow configuration and debugging.
• Familiarity with 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.
• Knowledge of trunking (SIP trunks) and toll fraud, including carrier terminology (toll-free numbers, DID numbers, DNIS, ANI, etc.) and AT&T Route Its usage.
• 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.
• 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 includes 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 (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.
• Ability to 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 HIPAA), access control and permissions, and following compliance standards.

Company Description

Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.