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ASPECT Contact Center Engineer
Category:  Unified IP Communications
Type:  Perm Position
Description:  ASPECT Unified IP Contact / Call Center Engineer

  • Knowledge of, trained in, & experienced with Aspect UIP applications.
  • Experience in large, fast paced call center environment.
  • Knowledge pertaining to LyricAll / Third Party Application integration functions.
  • Proven software developer to assist with integration and interfacing of contact center applications with the many applications (EPIC, Kronos, etc.).
  • Proven data/requirement gathering for inbound and outbound services (mini-ADW's)
  • Proven experience related to business requirements for IVR call flows.
  • Proven experience related to implementation and testing IVR call flows.
  • Proven experience related to Aspect DR / fail over technology and recommendations.
  • Proven experience related to interoperability matters such as application of SIP 2.0 in a predominately Nortel (SI-100, Option PBX's, CS1000's, etc.) environment.
  • Proven network understanding as it relates to bandwidth calculations / QoS requirements, Aspect DCP (gateway), centralized DCP operations model, resource trunking planning.

    Required Aspect Technologies

    Unified IP
    SIP trunking in an Aspect unified IP Environment
    Unified command and control
    Aspect DCP trunking configuration
    Voice recording and screen capture
    Application design and call flow design utilizing the Unified IVR M3, voice portal product
    Nuance ASr tier 2 Language and text to speech
    Eworkforce management
    Call Miner Speech Analytics
    Performance Edge
    Lyrical Desktop Design
    • Requirements:  Telecom Open Engineering Position - Aspect Experienced Required


    #
    Review Criteria Requirement
    Weight
    1 Minimum 5 years telecommunications experience in a similar capacity. Describe.
    Must have
    2 Healthcare Contact Center experience. Describe.
    No, but highly preferable.
    3 Aspect formal training received. Describe.
    Must have
    4 Direct "hands on" experience with Aspect Unified IP 6.5.1 and higher. Describe.
    Must have
    5 Direct "hands on" experience with Unified Director. Describe.
    Must have
    6 Direct "hands on" experience with Gateway Configurator. Describe.
    Must have
    7 Direct "hands on" experience using and troubleshooting LyricAll and Agent Toolbar. Describe.
    Must have
    8 Direct "hands on" experience with M3 Designer. Describe.
    No, but highly preferable.
    9 Direct "hands on" experience with LyricAll Designer. Describe.
    No, but highly preferable.
    10 Direct "hands on" experience with DCP Hardware. Describe.
    No, but highly preferable.
    11 Direct "hands on" experience with Microsoft Windows 2003/2008 Server. Describe.
    No, but highly preferable.
    12 Direct "hands on" experience with SIP. Describe.
    No, but highly preferable.
    13 Direct "hands on" experience with AVAYA/Nortel PBX. Describe.
    No, but highly preferable.
    14 Direct "hands on" experience with Aspect eWFM. Describe.
    No, but nice to have.
    15 Direct "hands on" experience with Aspect PPM. Describe.
    No, but nice to have.
    16 What is the largest Contact Center you built and/or supported? Describe.
    Minimum 75 Agents
    17 Direct "hands on" experience with Aspect APIs. Describe.
    No, but nice to have
    18 Describe the most complex Unified IP integration you developed (either application or system integration). Describe.
    n/a
    19
    Describe other Contact Center application knowledge, such as Nortel CC6. Describe.
    No, but nice to have
    20
    Provide 3 professional references & current salary. Must have
    Location  Not specified
    Minimum Experience (yrs): 
    Required Education:  Not Specified
    Benefits: 




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