Title:  Senior Telephony / IVR Engineer
Location:  Calgary Canada
Job Type:  Full Time
Reference Code:   2010IVRENG

Job Description:  

This role will provide top-tier support. applications and design of Tritons IVR and telecommunication systems. The Senior Telephony / IVR Engineer is responsible for technical design, implementation and support of voice communications infrastructure on local/wide area networks, firewalls and other network security devices. The individual in this role will possess:

• Traditional Telephony Fundamentals
• Traffic engineering
• LEC and IXC features and service offerings
• Ability to translate complex contact center and voice services business requirements into call routing designs.
• Ability to program, test, and implement call routing designs.
• Ability to design highly available / fault tolerant systems for mission critical voice applications.
• Mastery of assisting customers in process development for managing the system in ongoing operations mode, including system administration and backup, asset management,    and scheduled maintenance.
• Ability to ensure changes to design and implementation of infrastructure solutions are capable of adapting to the growth and rapid change.
• Communication skills
• Ability to work independently and within a team environment
• Attention to detail
• Critical listening and thinking skills
• Training/teaching skills
• Technical writing skills
• Time management skills
• Customer service oriented

Requirements:  Specific Qualifications also include (items are required unless noted otherwise):
• Associate's Degree or equivalent technical experience
• Five years of contact center engineering
• Understanding of traditional telephony principles, including PSTN and TDM, call control, signaling (such as SS7)
• Cisco Certified Voice Associate (CCVA) and /or Cisco Certified Voice Professional (CCVP) or equivalent experience preferred
• Understanding and experience with IP and TDM based PBX/PABX and ACD systems
• Understanding of CTI middleware integration with Business Applications, such as CRM, ERP (Enterprise Resource Planning), Workforce Management, Quality Management,    Outbound Dialing and Voice/Data Monitoring
• IVR Technologies: Knowledge of Voice Portals and carrier IVR/VRU systems and solutions
• Experience with XML and VXML
• Knowledge of Speech Recognition and Text-to-Speech offerings
• Understanding of, experience with, and exposure to messaging and productivity applications
• Understanding of, experience with, and exposure to IP Telephony, including IP Phones, XML Applications, Meeting Place, Emergency Responder, and Telephony Applications
• Hands-on experience with carrier Intelligent Network services from companies such as ATT and Qwest, including toll-free service, network routing, call forwarding and network    transfer
• Call Routing applications, such as Cisco's Intelligent Contact Manager (ICM), Voice Management, General familiarity with Microsoft Windows and LINUX/ Solaris, Cisco IOS (CIOS)
• Familiarity with relational database systems, including forms-based query and data entry; SQL
• Understanding and mastery of contact center related terminology, Key Performance Indicators (KPIs), and database items and calculations

Reports to:  CEO

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