Contact Center Network Engineer

The primary purpose of the Contact Center Engineering and Planning (CCE&P) group is the design and engineering of enterprise and agency specific Contact Center technologies. To enable proper designs and configurations the team is responsible for: general customer consultation; service requirements; business planning with agencies; business and technical planning for service migrations and upgrades; project management of new service deployment; technical management of new service deployments; improvement plans; capacity plans; and system upgrades. Team members manage vendor contracts and serve as third tier technical support for trouble resolution associated with Contact Center (CC) technologies. This team is a part of the Service Delivery, Network Engineering & Telephony division of DIT.

This key position within CCE&P is responsible for the planning, design, and implementation of enterprise and agency specific CC solutions. This position works with other E&P engineers to expand enterprise solutions and explore new technologies. This position supports the Solutions Development team in formulating solutions to issues confronting the agencies and institutions of North Carolina State Government. This includes business process consulting, requirements gathering and engineering and design of evolving new DIT service for call processing, skills based routing, interactive voice response (IVR), computer telephony integration (CTI), predictive dialing, call recording, and call center management reporting. Consult with agencies on sophisticated business process re-engineering and the roll of contact center technology. In this capacity, the engineer develops technical solutions, both hardware and software, within the Enterprise Contact Center (ECC) to meet agency requirements; partners with the operations team on the design, documentation, testing and implementation of the full array of Contact Center functionality; and serves as 3rd tier technical escalation contact for ECC applications.

Knowledge, Skills and Abilities / Competencies
The employee should have experience with voice system management tools for design, capacity management, performance monitoring, trouble identification, problem resolution, and trouble ticketing. Past design of contact centers including helpdesk and/or network management center is desirable.

Must possess a thorough working knowledge of telecommunications products and services. Must have a strong working knowledge of IP Telephony and SIP. Requires knowledge of IP (internet protocol), layer 2/3 switching, Windows OS, and Unix or Linux.

The employee must be customer service oriented, highly organized, and extremely effective in using interpersonal communications skills in this position. Must be able to establish and maintain effective working relationships with other office personnel, customers, and vendors. The employee must have good organizational skills, ability to meet deadlines, work under time constraints, and have a strong self-starter personality.

This employee must possess management skills to manage and train assigned staff as needed. The employee must be able to communicate effectively when responding to client problems or questions. Must be able to communicate technical information to non-technical personnel. A knowledge of the rate development, budget management, Billing, TS Order Processing, and North Carolina Accounting Systems is highly desirable.

This position requires thorough knowledge of personal computer operations and computer software packages involving the use of databases, spreadsheet, word processing, and graphics. The individuals will work with a personal computer and must possess software skills in Microsoft Word, EXCEL, PowerPoint, MS Project, ACCESS, and Visio.

Minimum Education and Experience Requirements
Bachelor’s degree in electrical engineering, telecommunications engineering or a closely related field from an appropriately accredited institution and three years of experience in electronics engineering including experience in telecommunications engineering; or Bachelor’s degree from an appropriately accredited institution and four years of networking related experience such as network design, analysis or network management; or Associate’s degree in Electronics or Networking Technology from an appropriately accredited institution and four years of networking related experience; or an equivalent combination of education and experience. Salary range for this position is $74,987 – $112,480 and will be commensurate with the applicant’s competencies, as well as budget, equity and market considerations. Degrees must be from appropriately accredited institutions.