Senior Contact Centre Project Engineer

Fullbrook Consulting Group
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

The Client:

Our client is a fast growing Network Services provider.

Role & Key Responsibilities:

  • The Senior Technical Consultant will work directly with customer and carry out the whole project lifecycle for WFO and Avaya solutions.
  • Communicate with customers to attain design specifications and follow through with implementation and support of solutions.
  • Provide technical consultation to the presales and sales teams and also to customers on both Avaya and WFO systems.
  • Manage escalations as and when support tickets are sent through.
  • Work closely with the NOC on technical requirements and also conduct training sessions.
  • Work alongside the product development team and provide suggestions for product launch.
  • Maintain strong customer and partner relationships and manage expectations.
  • Ensure projects are delivered in line with the budget and the required specifications.
  • Ensure all parties are updated regularly on progress.
  • Carry out audits, testing and root cause analysis.
  • Complete all associated documentation accurately and on time.
  • Provide guidance and support to more junior members within the service desk and NOC teams.
  • Provide quality customer service throughout the project lifecycle.

Skills & Experience:

  • Strong experience within a Project Engineering role working on both WFO and Avaya solutions.
  • Excellent support and troubleshooting skills.
  • Solid implementation and design experience of SIP technologies and also experience with IP Networking.
  • Strong experience working on Avaya systems including Modular Messaging, ACD/Voicemail, Call Logging and also WFO, IVR and Voice Recording.
  • A good understanding of contact centre technologies and a good awareness of networks and security.
  • Excellent communication and relationship management experience.
  • Strong problem solving and multi-tasking abilities.
  • The ability to work under pressure whilst working off own initiative.
  • A friendly and outgoing attitude with strong client facing skills.


  • Home based