ACD Engineer

ACD Engineer Location Virginia : ACD Engineer Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: Secret Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Local

CACI is looking for an ACD Engineer to support our customer to provide a common set of required EIT services across 187 bases to implement a consistent, high-quality experience for users across all mission environments and enable USAF to transition focus from network operations to mission operations.

CACI is looking for an ACD Engineer, to configure and support Automated Call Distribution (ACD), Interactive Voice Response (IVR), and Intelligent Virtual Assistant (IVA) solutions for our USAF customer.

Program Overview:

CACI's EITaaS Program is a Department of the Air Force initiative, which includes the Air Force and Space Force. EITaaS will transform the Dept. of the Air Force IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model. CACI will provide an enhanced IT management system, IT storefront, enterprise help desk, local field services, and life cycle support for end-user devices.

CACI's innovative approach to enterprise technology infuses contemporary technologies with industry best practices to deliver commercial-style services that will improve customer experience and productivity for the Department of the Air Force's global workforce. CACI and its partners will equip Airmen and Guardians with state-of-the-art services and automated capabilities that enable access to the tools they need to perform their mission efficiently and effectively when they need it, where they need it.

What You'll Get To Do:

As an ACD Engineer, you will provide analysis, design, development, and integration of hardware, software, human-machine interfaces, to fulfill all system level requirements and functional objectives. Your efforts will provide an integrated solution while considering the limitations imposed by practicality, regulation, safety, and cost. You'll develop integrated system test requirement, strategies, devices, and systems.

You will also plan and install new software releases, system upgrades, and patches, as well as resolve software related problems. Perform system backups and recovery. Maintain data files and monitor system configuration to ensure integrity.

It's expected that you possess and will apply expertise across key tasks and high impact assignments. You will plan and lead major assignments, evaluate performance metrics, and recommend major changes affecting short-term project growth and success. You will evaluate performance results and recommends major changes affecting short-term project growth and success. You will function as an expert across multiple project assignments and may supervise or mentor others.

Although this is a fast-paced environment, be assured you would be joining an overall community that's just as flexible and capable as we're hoping you to be.

More About the Role:

• As an ACD specialist you'll work with other engineers to design, develop, test, document, and deploy ACD, IVR, and IVA solutions that meet functional and security requirements.
• You'll need to develop standard processes in conjunction with your team, increasing the overall maturity level for the solution.
• You will need to communicate and partner with other teams to maximize efficiency and success of assigned tasks.
• You'll work with your team to integrate systems and solutions, triage issues, and prioritize tasks as it relates to your solutions.
• You will produce and review detailed documentation and diagrams related to the solution.
• Along with your team, you'll be responsible for providing periodic reports, addressing audit findings, and supporting testing activities.
• You'll implement and maintain proper security practices and be responsible for patching and/or upgrading tools related to the solution.
• You and your team will need to monitor performance of the solution, identify potential issues and risks, as well as recommend and implement solutions following standard release processes.
• You'll proactively identify key areas of improvement relating to the solutions and systems you're working with. You should strive to optimize the relevant infrastructure for cost-effectiveness, performance, and scalability.
• You may develop and maintain automation scripts and templates to streamline provisioning, configuration management, and deployment processes.
• It is expected that you can complete your work with minimal supervision, are a self-starter, and capable of defining and managing your individual tasks.
• It's expected that you possess and will apply expertise across key tasks and high impact assignments.
• You may be asked to develop and present training on ACD, IVR, and IVA systems to Service Desk teams and others.
• You may plan and lead major assignments, and be asked to supervise, mentor, or lead others.

Required Qualifications:

• US Citizenship required.
• Must meet eligibility requirements for access to classified information and for continued employment, successfully obtain a Department of Defense (DoD) Secret Clearance and pass all relevant background checks. An Active DoD clearance is preferred but not required.
• CompTIA Security+ or other DoD Approved 8570 Baseline certification at IAT Level II or higher.
• 15+ years' experience with Information Technology engineering, preferably in a large-scale environment that includes Cloud (e.g., AWS, Azure, or GCP). (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience; Master's Degree in related field may be substituted for bachelor's degree and 3 years relevant experience).
• Practical “field” experience with installing, configuring, administering, and supporting Automated Call Distribution (ACD), Interactive Voice Response (IVR), and Intelligent Virtual Assistant (IVA) solutions. You should have a thorough understanding of these solutions and be able to integrate them with supported systems in an enterprise setting.
• You should be a highly technical “Jack of all Trades” who is able to rapidly learn and adapt to new challenges and technologies.
• Proven ability to work closely with customer network and operations teams to resolve issues or security concerns of tools and services.
• Ability to author and maintain system documentation and operating procedures.
• Understand and be able to troubleshoot computer networking technologies, protocols, and telecommunications architecture. This should include SIP (Session Initiation Protocol) and VoIP (Voice Over Internet) communications.
• Experience with securing systems following DISA STIGs and other government compliance requirements (NIST 800-53, FISMA, etc.) and working with IA personnel to arrive at sensible and effective security policies.
• Proven ability to work with vendors in troubleshooting and resolving issues related to tools and solutions.
• Excellent problem-solving and analytical skills, with strong attention to detail.
• Ability to adapt quickly to changing priorities and work well under pressure.
• Strong communication and interpersonal skills to collaborate effectively with cross-functional teams and clients.
• Proficient with Microsoft 365 applications, including Word, Excel, Outlook, and PowerPoint.

These Qualifications Would Be Nice To Have:

• Experience integrating Maximus IVA with ServiceNow.
• Experience with configuring and supporting Nice CXOne (InContact).
• Experience with designing for high availability including load balancing and disaster recovery.
• Experience with relational databases such as MSSQL, Oracle, MySQL, or MariaDB.
• Experience with Wireshark or other network packet capture and analysis tools.
• 2+ years of recent (within the past 3 years) cumulative experience with Microsoft Azure or Amazon Web Services.
• Networking certification such as Cisco Certified Network Associate (CCNA) or equivalent.
• Cloud certification such as Azure Administrator Associate (AZ-104), AWS SysOps Administrator or AWS Solutions Architect.
• Technical degree in Computer Science, Computer Engineering, or related subject area.

What We Can Offer You:

• We've been named a Best Place to Work by the Washington Post
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive benefits and learning and development opportunities.
• We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
• For over 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.