CTI Director

We are a leading provider of customer experience solutions and contact center services, recognized as America's Best Employer for three consecutive years.

The CTI Director will spearhead the development and implementation of cutting-edge computer telephony integration (CTI) platforms, driving operational excellence in our contact centers. This role requires strategic vision, technical expertise, and leadership skills to integrate voice, data, and CRM technologies.

• Design, develop, and maintain robust CTI solutions, ensuring seamless integration with various contact center architectures and platforms.
• Oversee 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.
• Manage 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 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.
• E nsure compliance with complex voice network design standards, VoIP trunking, call accounting, telephone wiring, and network protocols.

• At least 10 years of experience in CTI solutions, IP telephony, dialer applications, and contact center technology management.
• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Master's degree preferred.
• 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.

$120,000 - $180,000 per year.