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Mutare is Looking for a Contact Center Engineer


Job Description

Rolling Meadows, IL, September 24, 2014 – Our team is top notch, we work hard and we win as a team. If you are successful, self-driven with a great track record in the medical and healthcare industry, we want you! If you are ready to be part of a kick-ass, fun, vibrant, and well respected company that has a 25 year record of delivering quality products and services to over 1300 customers nationwide, we have the career for you! We hire only the best and want this to be the "last business card you'll ever have."

The Contact Center Engineer will be responsible for working with customers to implement, upgrade and enhance their contact center products and services. The Engineer will work with the Mutare team to assess the customer's environment, make recommendations for improvement or for implementation work to upgrade or enhance their existing environment.

We are looking for an entrepreneurial and self-motivated candidate to work as part of a remote and virtual team. Our corporate office is located in Rolling Meadows, IL, the engineer may work at the office or remotely in their home office. Travel to customer sites may be required but is expected to be less than 25% annually.

Required Skills and Experience

Experience with Either Avaya AACC or Avaya EMC (both preferred)

Avaya Aura Contact Center (AACC)

  • Must have a current ACSS certification for AACC
  • Be able to install the AACC software
  • Configure the servers
  • Configure the core services for voice, email and chat
  • Setup SIP with the Communication Manager (CM)
  • Programming for call routing and multimedia workflow
  • Develop and implement call scripts
  • Orchestration designer
  • Familiar with CTI integration
  • Screen pop programming desired, not required
  • Must be able to install the agent desktop

Avaya Elite Multichannel (EMC)

  • ACSS for Elite Multichannel
  • Installing
  • Configure core services
  • Configure the contact databases, media director, media queues, media stores, web chat, email and SMS gateways
  • Familiar with AES integration
  • CM voice and multimedia programming
  • Setup of EMC reporting
  • Experience configuring voice and multimedia workflows
  • Must be able to install the agent desktop

Must have good verbal and oral communication skills

Must be able to document customer requirements using MS Word and provide diagrams as needed

Experience

  • Must have 3-5 years of experience with the contact center platforms
  • Strongly desire candidate with 2+ years working for another services company
  • Previous experience deploying the agent desktops and integration with 3rd party software is a plus

Accountabilities

  • Will work with the Mutare sales team as a technical support and pre-sales engineering resource
  • The engineer will be responsible for assessing the current state of customer environments and documenting the findings
  • Will be responsible for leading the technical activities at a customer site
  • Will be required to perform remote diagnostic and troubleshooting
  • Participate in the development of presentation materials which help articulate the value proposition of our products to the customers

We offer a competitive base salary of $85,000 - $95,000 depending on experience plus participating in the annual company bonus plan. If you seek a high-impact career opportunity as an engineer with a company that will reward you based on your results, we want to talk to you!

We offer comprehensive benefits to full time employees including medical, dental, STD, life insurance, 401(k), generous paid time off and much more.

Submit your resume and cover letter to Jim Lagger, Business Development Director at jlagger@mutare.com

About Mutare

Mutare's unified messaging, smart notification and call center services help increase sales, reduce costs and meet regulatory compliance. Mutare is what unified communications should be - fast, easy and guaranteed. For more information visit us at www.mutare.com.