Telephony / Unified Communications Engineer 3

Only on W2 - No C2C Contract Duration: 06 Months contract • Remote • Education Bachelor's Degree or Certifications in Alvari • East or west coast candidates will be reviewed Overview • We are seeking an experienced Telephony / Unified Communications Engineer with a strong background in Noble/Alvaria contact center platforms. • This role is responsible for the design, implementation, administration, and support of our enterprise contact center technology stack, ensuring reliable and scalable communications across the organization. • The engineer will play a critical role in managing Noble/Alvaria CX suite components such as inbound/outbound dialers, IVRs, CTI integrations, workforce management, and reporting. Key Responsibilities Platform Administration & Support • Administer and maintain the Noble/Alvaria CX platform, including outbound/inbound dialers, campaign management, predictive dialing, IVR flows, and call routing. • Configure and support Alvaria Workforce Engagement Management (WEM) for scheduling, forecasting, and adherence. • Manage and optimize voice, chat, and omnichannel routing within Alvaria systems. • Ensure proper operation of call recording, quality monitoring, and compliance features. Integration & Optimization • Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms. • Build and maintain custom reports, dashboards, and data feeds leveraging Alvaria Performance Center and reporting modules. • Monitor and tune campaign KPIs (abandon rates, contact rates, SLA, average handle time, etc.) to maximize efficiency. • Work with stakeholders to design call flows, IVR menus, and queue strategies aligned to business needs. Reliability & Operations • Monitor telephony infrastructure for system health, latency, and call quality metrics. • Lead troubleshooting of SIP signaling, trunking, call routing, and CTI integration issues. • Perform upgrades, hotfixes, and patches on Alvaria/Noble components. • Maintain system documentation, including call flow diagrams, configuration baselines, and runbooks. Collaboration & Governance • Partner with Network, Security, and Infrastructure teams to ensure secure and resilient voice services. • Work closely with Contact Center Operations to implement campaign changes and workforce adjustments. • Manage vendor escalations with Alvaria support and coordinate on issue resolution. Required Qualifications • 3–5+ years of experience supporting enterprise telephony or contact center platforms. • Understanding of dial plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, Call Detail Reporting, and Workforce Management System. • Experience working with call recording technology, and demonstrated working knowledge of ACD, automated attendant and IVR technology. • Preferred knowledge of data networking; VoIP, QoS; SIP and protocol analysis. • Preferred experience within cloud solutions • Excellent systems analysis, troubleshooting skills and critical thinking skills. • Excellent oral and written communication skills and interpersonal skills required. • Required to obtain necessary telecommunication certifications held in a classroom setting • Experience in managing vendors and/or people a plus Preferred Skills • Associate degree preferred, or an equivalent combination of education and experience in an IT environment and/or Call Center environment. • Noble/Alvaria (CX Suite, WEM, Performance Center) experience a plus. • Creates, follows, and updates process documentation as needed • Experience with other UC/Contact Center platforms (Avaya Aura, Cisco UCCE, Genesys, Microsoft Teams voice). • Mobile device management and support • Scripting or automation skills (PowerShell, Python, SQL stored procedures). • Knowledge of workforce optimization and speech analytics solutions. • Design, analyze and implement projects utilizing voice and data carrier infrastructure • Documents configuration and monitors various aspects of voice and data network • Tracks performance metrics related to voice and data network • Provide reporting on problem tickets and SLAs Soft Skills • Strong problem-solving skills and ability to work independently in high-pressure situations. • Excellent communication skills to interface with business stakeholders, operations teams, and leadership. • Detail-oriented with strong documentat