Contact Center Integration Engineer

California  ‐ Onsite
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Description

BB23157
Pasadena, CA 91101
1 year

Contact Center Integration Engineer

Job description:
Title: Contact Center Integration Engineer - Consultant
Location: Pasadena, CA
Skills: Experience in a complex IVR, CTI and ACD enterprise-level Contact Center environment containing large-scale, mutli-platform applications is essential.

Summary
This position reports to the Manager of Contact Center Integration Engineering in Health Plan BIO and will be located in southern California. The Contact Center Integration Engineering group is a team is responsible for designing and developing state-of-the-art Contact Center Technology Integration strategies and solutions designs for client Contact Centers program wide. The Systems Integration Engineer is primary responsible for analysing customer requirements, evaluating technology options, developing tactical and strategic plans, evaluating vendor products, recommending end-to-end solutions to Contact Center customers, deployment and operational support (hands-on) of technologies.

The person filling this position is expected to provide third-level identification and resolution of problems and malfunctions related to Contact Center IVR, CTI, ACD, Workforce Management, Quality Assurance, Reporting Systems and Carrier Services. Some travel required, primarily within California, although National responsibilities may require visits to other Regions Outside of California (ROCs).

Job Responsibilities

  • Manages components of large and/or complex projects. Sponsors small to medium size projects. Responsibilities include budgeting, financial tracking and controls.
  • Plan, Design, Develop, Implement and support tactical and strategic ACD, CTI, IVR, Workforce Management, Reporting, and Carrier Service solutions with a high degree of technology integration requirements in complex, multi-platform Contact Center environments.
  • Provides support to internal/external resources for severity 1 and 2 problem resolution and prevention plans.
  • Develops Contact Center strategies that meet business requirements, explores technology options, and makes build vs. buy recommendations and associated cost-benefits analysis for Contact Center Technology Integration projects.
  • Works cross-functionally with other client groups in the Contact Center Technology standards development process.
  • Conducts formal technical and functional evaluations of Contact Center technology to identify feature and functionality gaps and opportunities for efficiency improvements.
  • Develops Contact Center technical processes, policies, procedures and support models.
  • Provides assistance and guidance to the staff in the installation, testing and optimizing of new and existing network and telephony software releases.

Minimum Qualifications
A Bachelors degree in Computer Science, Engineering, Telecommunications, or related discipline is strongly preferred with five (5) or more years of closely related Contact Center Technology Integration Systems Engineering experience. Five (5) or more years of experience in a complex IVR, CTI and ACD enterprise-level Contact Center environment containing large-scale, mutli-platform applications is essential. Prefer someone with advanced enterprise-level Contact Center Technology Integration experience. SME (Subject Matter Expert) level knowledge/experience in one (1) or two (2) technologies and generalist in other technologies. Hands on configuration experience required.

The person filling this position should have an excellent understanding of telephony networking theoretical concepts and board knowledge of current Contact Center Technology Integration trends and best practices.

Polished written, verbal, and interpersonal skills. Demonstrated ability in applying teaming techniques and principles for leading large project teams efforts.

The successful candidate will have the ability to communicate technical information in understandable business terms, have strong negotiation and interpersonal skills, have good working relationships with outside vendors and able to develop relationships with professional organizations, peer groups, and industry trade groups.

Preferred Qualifications
1.) Ten (10) years experience in Contact Center technologies and operations
2.) Call recording design, deployment, and support experience (preferred vendor: NICE)
3.) Workforce management design, deployment, and support experience (preferred vendor: Aspect eWFM)
4.) ACD (Automatic Call Distribution) design, deployment, and support experience
5.) IVR (Interactive Voice Repsonse) design, deployment, and support experience
6.) VoIP (Voice Over Internet Protocol) design, deployment, and support experience
7.) ICM (Intelligent Call Routing) design, deployment, and support experience
8.) Reader board design, deployment, and support experience
9.) CTI (Computer Telephony Integration) design, deployment, and support experience (preferred vendor: Genesys)
10.) UNIX environment experience (eg, vi, grep, Scripting, file structures, remote access)

Travel required:
As required, mostly within Southern California region but other travel possible.

Start date
n.a
Duration
1 year
From
Generic Network
Published at
01.10.2011
Project ID:
247120
Contract type
Freelance
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