Systems Engineer ( Telecom Services)

JOB SUMMARY

The Systems Engineer, Telecom Services will be responsible for all aspects involved in supporting and ensuring optimal performance/reliability of Bayshore’s telecommunications infrastructure.

DUTIES AND RESPONSIBILITIES

• Ensure efficient and effective call routing, agent workflows, and customer experiences.
• Proactively review and support the configuration of existing deployments to ensure alignment with technical and business requirements.
• Continually assess system performance and implement improvements to enhance efficiency, reliability, scalability.
• Maintain correct and up-to-date technical documentation related to configurations, processes, and procedures, including system configurations, call flows, IVR scripts, and other relevant information.
• Develop agent training documentation for consistent and effective onboarding and ongoing skill development.
• Prepare monthly metrics reports t...