Description
General Purpose
Conduct analysis, create system specifications, develop tests, and implement interactive voice response and routing applications and related voice systems. Operate and upgrade voice telephone systems, unified communication and contact center software packages and provides recommendations to management and business clients. Identify future needs for key technologies and/or techniques and evaluates these technologies for adoption.
Responsibilities
- Operate systems supporting contact center and corporate voice telephony needs.
- Responsible for design, staging, configuration, implementation, and support of IVR/ACD scripts
- Serve as the company's top subject matter expert for voice and contact center applications.
- Conduct internal client assessments for voice services which includes as-is, to-be, gap analysis phased technology plans, project plans, and audit documentation.
- Facilitates gathering client business requirements and translates these into system requirements and design.
- Collaborate with IT teams to identify technical deficits and improvement opportunities in current practices and procedures.
- Provide day-to-day support, proactive maintenance and performs independent complex system troubleshooting and root cause analysis.
- Collaborate with other groups within IT providing supporting infrastructure or data in support of voice implementation projects.
- Provide a leadership role within the voice team supporting, developing and mentoring team members.
Requirements
- Bachelor's Degree in Computer Science, Mathematics, Information Systems or a related field; or the equivalent combination education and experience.
- A minimum of ten years of experience in design and support of IT voice and call routing systems.
- Top expert level knowledge of implementation, deployment, and support of large-scale telephony and contact center telephony applications, systems, and services in a mission-critical, production environment.
- Comprehensive telephony background and thorough understanding of SIP and VoIP.
- Experience with contact center technologies (e.g., ACD, dialer, call recording, workforce management, etc.)
- Understanding of supporting technologies such as server management, storage, backup, web, middleware, database, Active Directory, and other technologies and subsystems needed by contact center applications.
- Project management skills and the ability to develop and monitor work agreements and budgets, as well as the ability to determine specifications, schedules, and deliverables.
- Consultative and business analysis aptitude including communication and interpersonal skills that enables understanding of client's needs, define requirements and provide effective solutions.
- Expert knowledge of common telephony architectures, call routing strategies and contact center services.
- An expert understanding of deployment topologies (i.e. ensuring secure, highly available systems).
Preferences
- Experience within an environment with strong change and release management processes and procedures.
- Genesys Pure Engage and Cloud certifications
- Application of more than one of the following call center technologies: Genesys call routing, IP-PBX integration, carrier offerings, ICON/Infomart reporting infrastructure, CTI desktop integration, workforce management, quality assurance, call recording systems and integration
- Expert skills in troubleshooting any complex issues around Genesys configuration/management layers, routing layer, Genesys SIP, media server, and ICON/InfoMart
- Advanced experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies
- Expert knowledge of telecommunication circuits and services, including advanced carrier routing, PRI, SIP trunking.
- VXML/CCXML development both DTMF and speech applications.
Additional Information
Req Id: 106023
Contact
PacifiCorp
825 NE Multnomah
Portland
Oregon United States
www.pacificorp.com
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15 Jul, 2024
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