Contact Center Systems Engineer (ACD / Telephony)

Support, troubleshoot, and optimize contact center operations with a primary focus on ACD platforms (Avaya preferred) rather than traditional PBX systems. Manage and troubleshoot complex call routing logic, IVR flows, call flow configurations, and system logs. Handle carrier-related operations and trunking, including SIP trunks, toll-free numbers, DIDs, DNIS, ANI, toll fraud prevention, and AT&T Route It usage. Monitor and troubleshoot voice quality factors (latency, jitter, packet loss), TCP/IP fundamentals, VoIP concepts (SIP, SRTP), and LAN/WAN basics. Perform root cause analysis, read troubleshooting traces, interpret basic XML, write SQL queries, and manage ODBC configurations. Participate in a 24x7 on-call support rotation, managing incidents, change management processes, and escalations under pressure. Track and document issues using ticketing systems (e.g., ServiceNow), monitoring tools, and reporting dashboards while maintaining runbooks and system diagrams. Collaborate with network, application, and business stakeholder teams to explain technical issues clearly to non-technical users. Ensure adherence to data privacy standards (PCI, PII, HIPAA), access controls, and compliance frameworks.

Client is seeking a skilled Contact Center Systems Engineer for a key client in Washington, DC, to support, optimize, and ensure the high availability of enterprise-level voice and digital contact center operations. This role demands a hands-on technical specialist with deep expertise in ACD platforms-specifically Avaya-alongside strong capabilities in SIP trunking, IVR design, troubleshooting traces, and cross-channel integrations (CTI, WFM, chat, and SMS). You will play a vital role in incident management, root cause analysis, and cross-functional collaboration within a 24x7 support environment., ACD Platform Expertise: Strong hands-on experience with at least one enterprise ACD platform (Avaya strongly preferred), including deep understanding of ACD components, routing logic, and debugging. Telephony & Networking: Solid grasp of SIP trunking, toll fraud, carrier terminology, VoIP (SIP, SRTP), TCP/IP fundamentals, and call quality metrics. Data & Technical Tools: Proficiency in writing SQL queries, ODBC configuration, basic XML interpretation, and file transfer software. Integrations & Ecosystem: Familiarity with contact center integrations (CTI, VRU, call recording, WFM, SMS/Chat/Text) and ticketing systems like ServiceNow. Operational Acumen: Understanding of workforce management (WFM) concepts, SLAs, KPIs, performance monitoring (call volume, queue wait times, abandon rates), and basic ITIL procedures. Cloud & Infrastructure: Basic understanding of Windows PC environments and cloud/VM solutions (AWS or Azure).Soft Skills & Compliance: Excellent verbal and written communication skills, strong teamwork, and thorough knowledge of data privacy compliance (PCI, PII, HIPAA).