Location: Northbrook, IL Contract to Hire (3 months) SUMMARY Our client is searching for a Voice Engineer will provide and maintain a stable, scalable and robust telecom environment for Roadside Services. The role includes maintaining and programming a variety of Avaya products- Communication Manager, CMS, AES, SES, IVR and a call recording platform. The Voice Engineer will participate in long range planning, disaster tolerance, standard creation and have an active role in QA testing and audits. This person will be responsible for creating and documenting standards used for both TDM and VOIP call delivery in a call center environment, including call routing, firmware updates and disaster recovery procedures. The Voice Engineer will be responsible for setting up and maintaining Best Service routing, toll free number provisioning and testing as requested by the business and helping team members with complicated requirements. Hands on support of the local call center reps is also required. The engineer must be able to analyze and problem solve complex technical issues with minimal supervision, and work within a team environment while communicating well to a diverse set of colleagues, vendors and partners. The position will be responsible for: Providing support and project level oversight in the planning, evaluation, design, development, implementation of Call Center functionality for Roadside Services. Providing 24/7 support of telephony environment as required. Required Skills: • Working with internal technical teams to help develop solutions and integration with the telecom platform as required • Advanced Call Center experience – (advanced understanding of call center technologies) Excellent communication skills (oral, written and presentation), organizational and collaboration skills • Intermediate/Advanced knowledge and development of diagrams and methodologies using Microsoft Visio and PowerPoint • Project management skills and experience • Demonstrated ability to apply new technology concepts to a real working environment • Advanced understanding of IVR applications and PBX integration • Verint Call Recording • Issue management • IVR Technical Support • Systems integration with CTI • Intermediate/Advanced understanding of VOIP principals and SIP protocol • Advanced Avaya/ACD, design, build support (advanced troubleshooting skills) • Basic SQL • Intermediate/Advanced Design and Build of Test Plans for Telephony environment • Advanced Call Routing - Avaya Switch design, build and support (BSR and Advocate) • Tier 2/3 Support of Telecom environment ABOUT ENCORE CONSULTING SERVICES, INC. Founded in 2000, Encore is a privately-held business, technology services and IT staff augmentation firm. Working in partnership with our clients, we deliver technology-enabled solutions that improve top-to-bottom line business performance. At Encore, you'll find challenging and meaningful work with future opportunities for growth. Encore promotes continuous improvement, fosters new ideas, and encourages innovation for individuals who are committed to excellence. We are currently looking for people who have a passion for technology and the ability to be a true leader in the ever-changing consulting services industry. If you would like to explore exciting career opportunities and provide consulting services to some of the leading companies in the nation, apply online today to Susan Laliberte, Director of Human Resources, at: SLALIBERTE@ENCORECONSULTING.COM Encore Consulting Services, Inc. and our clients are Equal Opportunity Employers.