The Call Center Engineer’s role is to ensure the stability, integrity, and efficient operation of the enterprise call center infrastructure that support core functions within the corporate call center environment. This is achieved by monitoring; maintaining, supporting, and optimizing all networked software and associated operating systems. Develops, codes, tests and debugs new software or enhancements to existing software. Has good understanding of business applications. Works with technical staff to understand problems with software and resolve them. Develops conversion and system implementation plans. The Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. This position is expected to provide Tier IV support and resolution of issues with prevention plans related to Contact Center, ACD, Workforce Management, Quality Monitoring, Reporting Systems and other Services.