ACD Engineer

Job Number:
Job Category:
Information Technology - Systems
Yes, 10% of the time
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Leidos is seeking qualified candidates for the role of Automatic Call Distribution (ACD) Engineer, in support of the U.S. Army Corps of Engineers (USACE) – Information Technology (IT) program. 

The Army Corps of Engineers – Information Technology (ACE-IT) provides secure enterprise-wide IT and information management support services to more than 37,000 USACE end users located throughout the Continental U.S. (CONUS) and outside the Continental U.S. (OCONUS). ACE-IT is the enterprise IT service delivery team for the U.S. Army Corps of Engineers, supporting mission requirements using a site-specific support model aligned along the USACE Regional Business Centers.

ACE-IT provides direct on-site command and control, coordination, planning, and operations and maintenance support for routine and emergency IT services. Leidos is actively seeking personnel to support USACE headquarters locations in Washington, DC; Vicksburg, MS; Huntsville, AL; and Hillsboro, OR; across other USACE locations; and virtual positions.

The ACD Engineer, located in Huntsville, Alabama, will be responsible for performing design and development engineering assignments related to hardware products and systems which includes the development of new products and/or updates to existing products. Duties to include research, evaluation, development, and application of new processes and methods into products. The ACD Engineer will be responsible for establishing and conducting testing routines, developing or executing project plans, budgets, schedules, and documentation of work and results. Support level duties will include activities such as design, test, check-out, modification, fabrication, and assembly of devices or equipment.

Primary Responsibilities
High level knowledge in VoIP to support the Telecom team and perform system administration tasks for administrative and call/contact center phones and services.
 Perform Cisco (IPCC) IP Contact Center (Call Manager, ICM, and IVR) system administration.
 Support the Telecommunications team.
 Perform scripting for call flows, menus and prompting
 Provide general PC support and System Administration of other servers
 Document telecom systems and process

- Bachelor of Science degree from accredited university/college
- 2-4 years of relevant experience 
- Working knowledge of Cisco IPCC (Call Manager, ICM, and IVR) system administration or equivalent automatic call distributor system
- Completion of appropriate Cisco VoIP certified classes required to support Cisco IPCC
- Ability to communicate effectively with both technical and non-technical people at all levels of the organization
- Must be 8570 Compliant with Sec+ and a valid Computing Environment certification.

Preferred Qualifications
Problem Solving – identifies and resolves problems in a timely manner, works well in group problem solving situations. Ability to define problem, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical data. Ability to read and comprehend instructions, correspondence and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. 
Acute hearing is required when communicating by phone and in person. Additionally, weekend and evening work and after hours emergency calls may also be required.

Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
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