Contact Center Systems Engineer

The Christian Broadcasting Network (CBN) is seeking a Systems Engineer who is primarily responsible for the technical implementation and support for the Prayer Contact Center (PCC) platform for both Virginia Beach and Nashville locations. This savvy individual will participate in maintaining a highly available Interactive Intelligence Contact Center Platform.

Responsibilities will include:

  • Supporting the service delivery of the Contact Center Telecom circuits
  • Toll-free number management
  • Configuration and maintenance of the TDM, SIP, and VoIP components
  • First-level analysis and remote diagnostics

We are looking for an individual to collaborate with the business to ensure effective inbound and outbound internal and outsourced campaigns and for serving as outbound campaign management system specialist.

The successful candidate will have the following qualifications:

  • Knowledge of Microsoft operating systems and commonly-used computer software applications (Microsoft Word, Access, Excel)
  • Knowledge of database management systems including SQL Server 2000/2005/2008
  • BS in Computer Science, Computer Technology, a related technical discipline, or equivalent professional technical experience
  • Experience with technical operations in a fast-paced, high-productivity environment (preferably contact center)
  • Proficient with TCP/IP
  • Troubleshooting abilities as it relates to the OSI model
  • Ability to be on call via mobile telephone during unscheduled days or shift times for emergency requirements
  • Ability to travel between Virginia Beach and Nashville as needed for special projects, and to travel for occasional off-site training
  • Availability to work after hours as needed
  • Excellent organizational and time management skills
  • Ability to work as a member of a team, as well as independently, to meet critical deadlines
  • Outstanding character, integrity, and ability to exhibit professionalism and good customer service skills