OpenScape Contact Center Engineer

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

OpenScape Contact Center Engineer (OSCCE) is an onsite role based at a customer based in Dallas, TX. The primary role of the OSCCE is to provide onsite operational support to the Customer Services, Telephone Operations, and Installations groups in responding to service requests and trouble reports, including but not limited to, voice service configuration, contact center configurations, and call recording.

Responsibilities:

• Manage daily customer calls for MAC and Service that primarily consists of OSCC & OSV issues.

• Work with OSV contractor to jointly troubleshoot and resolve problems.

• Plan and coordinate OSCC departmental moves and small construction projects; update analysts and databases as needed; maintain information database and documentation.

• Provide onsite operational support for OSCC system and application version upgrades and patch upgrades during the time periods approved by the customer for these types of changes.

• Work with other departments to jointly troubleshoot and resolve problems as needed.

Requirements:

• Bachelor's degree preferred; or high school diploma + 10 years relevant experience

• 7-8+ years relevant experience

• OSCCE must have highly developed technical skills that apply specifically to their area of expertise.

  • IT Services (AD, DNS, NTP, SMTP)

  • Windows (IP, SN, DG, FW, GP, Event Viewer, Logs)

  • Applications (TLS, WebRTC, SIP, OpenScape Portfolio)

  • Consultant (Industry/application/Market Knowledge)

• OSCCE must have the necessary soft skills to communicate complex topics at all customer levels.

  • Communication (Articulate, easy to understand)

  • Relationship Builder (able to establish trust and confidence at all customer levels)

  • Set expectations based on customer contract, agreed SLA's and business impact.

• On-call may be required

• Team Centric: Team player, respectful to colleagues, willing to help and always putting the needs of the team ahead of personal achievement. Mentoring and raising up junior resources with skillset deficiencies

Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

For more information, visit Why Mitelor follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

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