Director - Computer Telephony Integration (11-13 yrs)

ABOUT ETECH GLOBAL SERVICES :

Etech Global Services is an award winning and leading provider of customer experience solutions and contact center services. We have been listed as America's Best Employers since the last three consecutive years.

With a strong presence in the industry and a reputation for delivering innovative technology, we are poised for significant growth. As a fast-paced, dynamic organization, we offer our employees the opportunity to make a real impact and drive the future of our business.

ROLE SUMMARY :

The Director of Computer Telephony Integration (CTI) is responsible for leading the strategic design, implementation, and management of CTI platforms and systems that integrate voice, data, and CRM technologies to optimize contact center operations.

This position will oversee the technical and operational aspects of CTI solutions, ensuring efficient performance, seamless integrations, and alignment with overall business goals.

KEY RESPONSIBILITIES :

- Lead the design, development, and maintenance of robust CTI solutions, including integration with various contact center architectures and platforms such as GrupoNGN CloudComm, Unify OpenScape Contact Center, Avaya, Five9, NICE inContact, Bright Pattern, and Cisco UCCE.

- Drive end-to-end CTI implementation, covering IP telephony, dialer applications, and advanced call control scripting.

- Integrate CTI solutions with Etech's CRM systems, such as Salesforce and Pega, enhancing customer data access and support capabilities.

- Develop and enhance call control scripts, campaigns, queues, and IVR applications within the dialer system to streamline customer interactions.

- Oversee management tools for effective system administration and performance optimization.

- Create and maintain SQL queries for data retrieval and manage historical and real-time database reporting.

- Leverage your knowledge of call center operational dynamics and CTI to resolve contact center challenges and improve enterprise reporting capabilities.

- Oversee the integration of custom-developed and third-party software, IVR, call center data, and CTI infrastructure.

- Ensure compliance with complex voice network design standards, VoIP trunking, call accounting, telephone wiring, and network protocols, including SIP, TURN/STUN, SBC, WebRTC, TCP/IP, Ethernet, and SNMP.

- Manage CTI infrastructure in multi-site and hybrid configurations, with a focus on high availability, scalability, and security.

- Stay updated on industry trends, emerging technologies, and best practices in CTI and contact center solutions.

What We Expect You To Have :

Experience Required : 10+ years.

- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.

- Master's degree preferred.

- Extensive experience in CTI solutions, IP telephony, dialer applications, and contact center technology management.

- Proficiency in SQL, complex voice network design, call center configurations, VoIP (SIP/H.323), and call routing (VDNs, Vectors).

- Hands-on experience with Windows Server Failover Clustering, VoIP QOS/COS, VLAN, and call accounting.

- Knowledge of network protocols, including TCP/IP, Ethernet, SNMP, TURN/STUN, and WebRTC.

- Proven experience in multi-site, hybrid IP, and TDM environments at an enterprise level.

- Relevant certifications are a plus, such as : Avaya Certified Implementation Specialist (ACIS).

- Convergence Technologies Professional (CTP).

- Digium Certified Asterisk Professional (dCAP).

- Cisco Certified Network Professional (CCNP) Collaboration.

- Strong analytical and troubleshooting skills for diagnosing and resolving complex CTI issues.

- Ability to work in a fast-paced environment and manage multiple priorities.

- Excellent interpersonal and communication skills, with the ability to effectively engage with team members and stakeholders at all levels.

- Proven ability to lead cross-functional teams and manage large-scale CTI projects.

Exp : 11-13