Systems Engineer/Voice Technology

(Reference code: 00044J) Status: Full Time, Employee Location: Northbrook, IL 60062 Job Category: IT/Software Development Career Level:Experienced (Non-Manager) Education Level: Bachelor's Degree Job Description: The Allstate Corporation is the nation’s largest publicly held personal lines insurer. A Fortune 100 company, with $156 billion in assets, Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services. Allstate is widely known through the “You’re In Good Hands With Allstate®” slogan. Allstate was founded in 1931 and became a publicly traded company in 1993.This individual will be responsible for planning, designing, and creating standard operating configurations for the Allstate enterprise telephony infrastructure.  Once created, individual will ensure proper turnover to and education of support and delivery organizations.Responsibilities: 1. Designing complex call center infrastructure systems based on contact center requirements and available voice technology 2. Develop new telephony related Standard Operating Configurations and maintain existing SOC documentation. 3. Knowledge transfer and SOC turnover to delivery and support teams. 4. Provide 3rd  level support for voice infrastructure and telephony applications. Required Skills:2+ years experience in providing call center voice solutions.3+ years of experience with Avaya systems: Intimate knowledge and understanding of the Avaya Contact Center Suite of Products and Services, particularly Communication Manager. In-depth understanding of advanced vectoring features and functionality associated with Communication Manager 3.1 and higher. In-depth understanding and working knowledge of Avaya BSR in a multi site environment. In-depth understanding and working knowledge of IP Telephony on the Avaya CM Platform General understanding of call center adjuncts: Avaya Interaction Center, Virtual Hold, IVRs, etc. Experience designing, developing, testing, and implementing telephony solutions.  Proficient with Avaya Call Management System. Must possess strong Visio and Excel skills. Basic knowledge of CTI, IVR, call recording and workforce management technologies General Skillsets:1. Strong collaborative skills and ability to build strong professional relationships. 2. Excellent written and verbal communication skills 3. Project management experience preferred  4. Ability to manage multiple projects simultaneously 5. Strong documentation skills.6. Proficient with MS Office Suite, especially Visio and Excel.