Telecom Sr. Engineer

Summary

Main duty for the Telecom Senior Engineer is responsible for designing, implementing, optimizing and maintaining voice and contact center platforms used in high volume BPO operations. This role is key to ensure the operational continuity and technological evolution of ACD solutions such as Avaya, Alvaria UIP (Aspect) and Genesys Cloud, in multi-client, multi-channel and highly demanding environments.

Responsibilities

· Design and maintain scalable and resilient telecommunications architectures for contact center environments.

· Administer and configure ACD platforms including Avaya Aura (CM, SM, AES), Alvaria UIP, and Genesys Cloud CX.

· Coordinate regional projects for implementation, migration, upgrade and continuous improvement of voice platforms.

· Provide advanced technical support (level 3) for the resolution of critical incidents and performance problems.

· Establish integrations with CRMs, WFM, recording, IVR and quality tools.

· Document configurations, routing flows, technical reports and infrastructure standards.

· Act as a technical reference to operations areas, internal customers, suppliers and regional leaders.

· Participate in quality, operational continuity and security audits of the telecommunications infrastructure.

· Collaborate with junior engineers and analysts in their technical development and knowledge transfer.

Education and Specific Training:

· Degree in Telecommunications Engineering, Electronics, Systems or related field.

· Advanced English (oral and written), necessary for interaction with manufacturers and global support.

· Minimum 5 years of telecommunications experience with at least 2 years in large scale BPO or contact center environments.

· Previous experience (desirable) in BPO environments or companies with large customer service operations.

· Desirable certifications like Avaya ACIS/ACSS, Genesys Cloud CX Certified, Alvaria UIP Admin/Integration.

· Advanced knowledge of SIP protocols, VoIP, H.323, call routing, failover and load balancing.

· Proven experience in management and operation of Avaya Communication Manager Aura Suite (Desirable), Alvaria UIP (Aspect) (Desirable) and Genesys Cloud CX (administration, routing, scripting) (Required).

We Offer

· Life Insurance Policy (Individual): Your designated beneficiary will receive 24 months of pay when the cause of death is deemed natural and 48 months when accidental.

· Christmas Bonus: Equivalent to thirty days' base salary.

· Holidays: According to the Mexican Law.

· Vacation Premium: Corresponds to 100% of salary accrued for the vacation period to which you are entitled. Your payment will be made annually on your anniversary with the company