Primary Job Accountabilities/Responsibilities:
* Manages several small to large-scale projects of various complexities across the enterprise. This includes gathering business and technical requirement, creating a design, and developing an approach for implementation
* Research emerging technologies and participates in the development of proposals to address business problems
* Provides Tier IV technical support and in-depth problem analysis, working issue resolution on-site and through third-party vendors
* Serve as an advocate for Enterprise customers. Aid with questions regarding technology features and functionality, maintain ownership of customer issues until resolved, and meeting defined Service Level Agreements
Basic Qualifications Required:
4 years experience in 2 or more of the following areas:
* Contact Center Workforce Management application
* Contact Center Quality Monitoring application
* Business Communication systems software including advanced administration, networking, trunking, call vectoring, and Automatic Call Distribution
* Toll-Free number transport, call routing, and management services
* Call flow and scripting
* Contact Center Real Time and Historical Reporting
* Contact center multimedia applications (email, chat)
3 years experience with 2 or more of the following areas:
* Service Management tools
* New solutions research on the future of customer interactions and build strategies to move technologies to the future state
* Analyzing and documenting call center current state/future state
* Designing and managing integration points between call center applications
* Maintaining disaster recovery plans and provide input to Business Continuity Plans
* Solid understanding of telephony networking theoretical concepts and broad knowledge of current Contact Center Technology trends and best practices.
4 years of experience in an Enterprise Contact Center environment containing multi-platform applications
4 years experience with 2 or more of the following areas:
* Aspect Workforce Management application at an Enterprise level
* VPI Contact Center Quality Monitoring application at an Enterprise level including agent voice recording, video recording, score cards, and dashboards
* Avaya/Aspect/Nortel Business Communication systems software including advanced administration, networking, trunking, call vectoring, and Automatic Call Distribution
* AT&T Route-It Enterprise Toll-Free transport,call routing, and management services
* Cisco ICM/CVP call flow and scripting
* Cisco UCCE administration
* Cisco Outbound Dialer option
* Exony Contact Center Real Time and Historical Reporting
* Contact center multimedia applications (email, chat)
Bachelors degree in Computer Science or Information Technology OR Cisco certification
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> We are seeking a Senior Telecommunications Technician to become an integral part of our team!...
Apply For This JobJob Details Temporary | InternshipEstimated: $46,000 – $65,000 a year24 minutes ago Full Job Description We are searching for an...
Apply For This JobJob Description We are looking for a Product Copywriter who will improve and shape our marketing to product experience. A...
Apply For This JobLife is Short. Solve Hard Problems with Cool People. Idaho Scientific is the Goldilocks of technology firms, combining the spirit...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> About Lumen Lumen is guided by our belief that humanity is at its best when...
Apply For This JobJoin the TrueNet family as an Telecom Installation Technician I, in the state of Ohio. As a TrueNet team member...
Apply For This Job