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Acd Engineer Jobs (NOW HIRING)

Allwyn Corporation

Call Center Engineer (ACD Specialist)

$17.25 - $21.50/hr

Seeking a skilled Call Center Engineer with strong experience in ACD platforms (preferably Avaya) to support and optimize contact center operations. This role involves troubleshooting call routing ...

ACD Direct

Techops Engineer -Mid Level

Farmington, UT · Remote

$52K - $85K/yr

TechOps Engineer - Mid Level About the Role? We're looking for a hands-on Mid-Level TechOps ... ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our ...

ACD Direct

Techops Engineer -Senior Level

Farmington, UT · Remote

$99K - $136K/yr

TechOps Engineer - Senior About the Role? We're hiring a Senior TechOps Engineer to own the ... ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our ...

ACD Direct

Account Executive

Farmington, UT · Remote

$48K/yr

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our ... Ensures all emails, tickets and programming tasks assigned are responded to within twenty-four ...

ACD Direct

Account Executive

Farmington, UT · On-site

$48K/yr

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our ... Ensures all emails, tickets and programming tasks assigned are responded to within twenty-four ...

ACD Direct

Account Executive

Farmington, UT · Remote

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our ... Ensures all emails, tickets and programming tasks assigned are responded to within twenty-four ...

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How much do acd engineer jobs pay per year?

As of Sep 14, 2026, the average yearly pay for acd engineer in the United States is $107,956.00, according to ZipRecruiter salary data. Most workers in this role earn between $83,500.00 and $133,500.00 per year, depending on experience, location, and employer.

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Infographic showing various Acd Engineer job openings in the United States as of August 2026, with employment types broken down into 92% Full Time, 2% Part Time, and 6% Contract. Highlights an 86% Physical, 5% Hybrid, and 9% Remote job distribution, with an average salary of $107,956 per year, or $51.9 per hour.

Contact Center Systems Engineer (ACD / Telephony)

Washington, DC • On-site

SmartIPlace
IT Services • 51 - 200 employees
Learn more about SmartIPlaceexternal

Contractor

Re-posted 15 days ago

Job description

Hi,

I hope you are doing well.

Please find the job details below:

Job Title:   Contact Center Systems Engineer (ACD / Telephony)
Location:   Washington, DC


Requirement:
Client is seeking a skilled Contact Center Systems Engineer for a key client in Washington, DC, to support, optimize, and ensure the high availability of enterprise-level voice and digital contact center operations.
This role demands a hands-on technical specialist with deep expertise in ACD platforms—specifically Avaya—alongside strong capabilities in SIP trunking, IVR design, troubleshooting traces, and cross-channel integrations (CTI, WFM, chat, and SMS). You will play a vital role in incident management, root cause analysis, and cross-functional collaboration within a 24x7 support environment.
Key Responsibilities
Support, troubleshoot, and optimize contact center operations with a primary focus on ACD platforms (Avaya preferred) rather than traditional PBX systems.
Manage and troubleshoot complex call routing logic, IVR flows, call flow configurations, and system logs.
Handle carrier-related operations and trunking, including SIP trunks, toll-free numbers, DIDs, DNIS, ANI, toll fraud prevention, and AT&T Route It usage.
Monitor and troubleshoot voice quality factors (latency, jitter, packet loss), TCP/IP fundamentals, VoIP concepts (SIP, SRTP), and LAN/WAN basics.
Perform root cause analysis, read troubleshooting traces, interpret basic XML, write SQL queries, and manage ODBC configurations.
Participate in a 24x7 on-call support rotation, managing incidents, change management processes, and escalations under pressure.
Track and document issues using ticketing systems (e.g., ServiceNow), monitoring tools, and reporting dashboards while maintaining runbooks and system diagrams.
Collaborate with network, application, and business stakeholder teams to explain technical issues clearly to non-technical users.
Ensure adherence to data privacy standards (PCI, PII, HIPAA), access controls, and compliance frameworks.
Qualifications & Skills
ACD Platform Expertise: Strong hands-on experience with at least one enterprise ACD platform (Avaya strongly preferred), including deep understanding of ACD components, routing logic, and debugging.
Telephony & Networking: Solid grasp of SIP trunking, toll fraud, carrier terminology, VoIP (SIP, SRTP), TCP/IP fundamentals, and call quality metrics.
Data & Technical Tools: Proficiency in writing SQL queries, ODBC configuration, basic XML interpretation, and file transfer software.
Integrations & Ecosystem: Familiarity with contact center integrations (CTI, VRU, call recording, WFM, SMS/Chat/Text) and ticketing systems like ServiceNow.
Operational Acumen: Understanding of workforce management (WFM) concepts, SLAs, KPIs, performance monitoring (call volume, queue wait times, abandon rates), and basic ITIL procedures.
Cloud & Infrastructure: Basic understanding of Windows PC environments and cloud/VM solutions (AWS or Azure).Soft Skills & Compliance: Excellent verbal and written communication skills, strong teamwork, and thorough knowledge of data privacy compliance (PCI, PII, HIPAA).

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About Smart-iPlace

Sourced by ZipRecruiter

SMART-iPLACE provides innovative staffing and consulting solutions that help our clients achieve their business objectives. We can understand and support all areas of your IT systems from back-end infrastructure to front-end personal productivity. Our goal is create innovative IT solutions that enable your business to be more agile and competitive.

Industry

It services

Company size

51 - 200 Employees

Headquarters location

Irving, TX, US

Year founded

2021

Social media

Facebook

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