Sr. Technical Customer Service Specialist - Excellent Benefits Package

Seeking a Sr. Customer Experience Services Specialist to develop testing strategy and plans with clients, cross-services teams, and third-party partners. Requires a deep understanding & extensive experience with architecture, design, implementation & testing in support of architecture designs to be consumed for global deployments. It is a constantly evolving field & the job requires someone who can stay on top of the latest trends & technologies.

Duration: Fulltime position
Work location: Fairfax, VA (onsite)

*Must be located within a commutable distance from Fairfax VA and be willing and able to work onsite. 

Must have:
-Top Secret Clearance with TS/SCI & full scope polygraph. 
-At least 5 yrs. of professional services experience in the related field
-Exp. working with Contact Management implementation and service-related work
-Strong technical knowledge & exp. with Contact Center product portfolio’s 

Exp./responsibilities: 
-Exp. with systems implementation and service-related work
-Exp. working in the support field and direct customer interaction
-Strong technical knowledge and experience with call management systems product portfolio’s
-Technical working knowledge and experience with Communication Manager, Session, and System Manager
-Technical working knowledge & exp. with Session Initiation Protocol.
-Strong personal computer and business solution software skills in application administration, design and architecture
-Strong analytical and problem-solving skills for design, coordination and testing of applications
-Leadership skills to guide and mentor the work of less experienced personal
-Good communication skills to communicate with customers, support personnel, and management. Ability to work in a team environment. High tolerance for stressful situations
-Bachelor’s degree or equivalent years of experience.
-Must also have at least 5 yrs. of professional experience in the related field
-Strong personal computer and business solution software skills in application administration, design and architecture
-Provide technical guidance and advice for the operations and maintenance of the customer's expansive voice network to include patching, upgrading, and introduction of new products to enhance their telecommunication posture.
-Monitor, manage, and maintain voice call flow traffic across more than 300 TDM-PRI/H.323/SIP trunk groups connecting to products as well as other telecommunication platforms.
-Migrating call flows away from TDM-PRI & H.323 trunk groups onto SIP peering connections via AAR/ARS analysis/conversion tables and route patterns.
Monitor, manage, and maintain a bash script application to assist end users administer their login accounts in hundreds of various servers.
-Manage dozens of non-person accounts servers that perform automated functions for the customer.
-Work with the customer's O&M Team and various other organizations to troubleshot and maintain reliable talk paths between voice networks.
-Produce and maintain various eDocuments (MS Word, Excel, Visio, PowerPoint, etc.) capturing how to manage and maintain communications within the customer's voice network as well as connectivity to other organization's voice networks.
-Respond to requests, from O&M technicians or voice engineers, for assistance on performing administrative task and conducting troubleshooting actions. Train newer voice engineers on how to perform most of the tasks listed above.
-Bachelor’s degree or equivalent years of experience.