Do you want to be heralded as a hero when you walk into a customer’s office? Do you live and breathe contact center efficiency? Are you always tweaking technology and working 24/7 to troubleshoot new solutions? Do you enjoy juggling multiple tasks? Spoken Communications is a fast-paced technology startup in the speech recognition and customer service automation fields. We aim to increase efficiency and decrease the cost of customer service for our clients’ contact centers with a unique hybrid solution: patented speech recognition technology complemented by human intervention. We are looking for an experienced, customer-minded Call Center Engineer who enjoys providing technical support for clients and maintaining system availability through monitoring, maintenance and troubleshooting as well as supporting ongoing day- to-day changes. Position is in-house in Bellevue, WA.

Responsibilities:
• Learn, become an expert and own operations of the various Spoken deployed systems
• Provide advice and guidance to Spoken team in call center related design and support questions
• Take part in planning and execution of Spoken product deployments on customer sites
• Be a forward thinker; investigate and come up with preventive ideas, tools and technologies to reduce customer issues

Requirements:
• Must have a passion for troubleshooting client problems and satisfying customers’ needs
• Availability and desire to provide on-call support 24x7
• Able to prioritize and juggle complex requests and issues from multiple clients; must be flexible and work with ambiguity and changing priorities
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
• Must have good communications and interpersonal skills and the ability to clearly communicate issues and problem resolutions as well as maintain excellent working relationships with customers and partners
• Able to proactively and independently resolve issues, yet also function well within a team
• 5+ years of experience in both Avaya ACD (specifically Communication manager 5.x) and Cisco routers/switches (specifically AS5400 for telephony and 3845, 3750).
• Strong knowledge of contact center operations
• BS in Computer Science preferred or equivalent work experience
• Ability to travel as needed