Customer Experience Services Sr. Consultant
Description:
Job Description
Must be a United States citizen holding Top Secret Clearance with full scope polygraph. This is an onsite role at the customer location so candidate must be located in or within a commutable distance to Fairfax, VA area. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Overall responsibility of developing testing strategy and plans with our client, cross-service teams and third-party partners. Requires a deep understanding and extensive experience with companies architecture, design, implementation and testing in support of architecture designs to be consumed for global deployments. It's a constantly evolving field, and the job requires someone who can stay on top of the latest trends and technologies.
Experience working with CM implementation and service-related work
Experience working in the support field and direct customer interactions
Strong technical knowledge and experience with companies product portfolio
Technical working knowledge and experience with Communication Manager, Session and System Manager
Technical working knowledge and experience with Session Initiation Protocol
Knowledge and experience with Companies Contact Center portfolio
ABOUT THE APPLICANT
Strong personal computer and business solution software skills in application administration, design and architecture
Strong analytical and problem-solving skills for design, coordination and testing of applications
Leadership skills to guide and mentor the work of less experienced personal
Good communication skills to communicate with customers, support personnel, and management
Ability to work in a team environment
High tolerance for stressful situations
Bachelors degree or equivalent years of experience.
Must also have at least 5 years of professional experience in the related field
Strong personal computer and business solution software skills in application administration, design and architecture
Strong analytical and problem-solving skills for design, coordination and testing of applications Leadership skills to guide and mentor the work of less experienced personal
Good communication skills to communicate with customers, support personnel, and management
Ability to work in a team environment
High tolerance for stressful situations
Bachelors degree or equivalent years of experience.
Must also have at least 5 years of professional experience in the related field
Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network to include patching, upgrading, and introduction of new products to enhance their telecommunication posture.
Monitor, manage, and maintain voice call flow traffic across more that 300 TDM-PRI/H.323/SIP trunk groups connecting to products as well as other telecommunication platforms.
Migrating call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR/ARS Analysis/Conversion tables and Route Patterns.
Work with the customer's O&M Team and various other organizations to troubleshot and maintain reliable talk paths between voice networks.
Produce and maintain various eDocuments (MSWord, Excel, Visio, PowerPoint, etc) capturing how to manage and maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
Respond to requests, from O&M technicians or voice engineers, for assistance on performing administrative task and conducting troubleshooting actions.
Train newer voice engineers on how to perform most of the tasks listed above.