What is the specific title of the position? Analyst, Telephony Applications Services/
What Project/Projects will the candidate be working on while on assignment? This position is responsible for the maintenance and frontline support for the NICE Call Recording and NICE Workforce Management platforms utilized by the Catalyst360 call center - providing technical resolution to day to day problems, system monitoring and technical support for projects related to the enhancement of these systems. Is this person a sole contributor or part of a team? If so, please describe the team? (Name of team, size of team, etc.) This individual will be part of a team (4 individuals total). What are the top 5-10 responsibilities for this position? (Please be detailed as to what the candidate is expected to do or complete on a daily basis) *NICE Call Recording (Perform 4.1) Assist with NICE related projects, installations, maintenance and change management processes. Provide and evaluate proactive NICE System Health Checks and Reports on a daily, weekly and monthly basis. Work with development team supporting varying applications and systems that interface with the NICE Perform recording systems to resolve issues as well as implement improvements.* What software tools/skills are needed to perform these daily responsibilities? We are looking for a candidate that has extensive experience working with the NICE call recording systems and vendor management experience with NICE as the primary need is to provide focus on the NICE infrastructure in regards to proper operation, configuration and support. *3+ years working with NICE Perform 4.1 and Interactive Analytics. Strong knowledge of Nice Voice/Screen Loggers, Storage Rules. Experienced using Workforce Management software (NICE IEX preferred, will also consider Verint, Blue Pumpkin, or Aspect E-WFM). Working knowledge and support of Avaya Proactive Contact Dialer (or similar). Experience with AES or other CTI platforms a strong plus. Avaya Technology a plus (PBX, CMS, AES, G350/450/700 Gateways). Demonstrated attention to detail and commitment to high quality including working with a sense of urgency required. Strong knowledge of system integration between Genesys, Siebel CTI, NICE Perform, NICE IEX and Avaya technologies (or similar PBX platform).* History of creative problem resolution. Familiar with DMCC & TSAPI licenses. Voice communication protocols (SIP, VoIP - H.323). Proven ability to quickly learn the details and specifications of the Catalyst360 systems and environment including all business requirements and system limitations. Operating system knowledge including UNIX, Win 7, Linux, Red Hat. NICE IEX Workforce Management Ability to support the Workforce Management environment and align business requirements with company goals. Effectively communicate improvements and recommendations that align with company and business unit goals to all levels of managements. Work with key business partners to conduct root cause analysis on technical issues impacting Contact Center performance and communicate findings and resolutions to the appropriate business channels. General Proven ability in developing strong professional relationships with Operation teams and other key stake holders. Must be able to identify key business drivers and critical success factors that will lead to change in the infrastructure and provide technical consultation. Participate in an on-call rotation with occasional need to perform work outside of normal business hours (nights/weekends). Effectively communicate complex issues across all levels of the organization. Strong interpersonal and organizational skills. Excellent oral and written communication. What skills/attributes are a must have? 3+ years working with NICE Perform 4.1 and Interactive Analytics. Strong knowledge of Nice Voice/Screen Loggers, Storage Rules. Experienced using Workforce Management software What skills/attributes are nice to have? Strong knowledge of system integration between Genesys, Siebel CTI, NICE Perform, NICE IEX and Avaya technologies (or similar PBX platform). Where is the work to be performed? (Please list preferred Health Care Company facility, if other please specify i.e. remote work, rural, etc.) Horsham, PA What are the work hours? (ex. 9am-5pm, day/night shifts, rotating shifts, etc) 9-5 Who will be conducting interviews? The hiring manager will conduct the interview What type of interview process is preferred? (Face to face, phone, Skype, or a combination of the three) Phone screen and In person. Kind Regards *Fazal Mahmood* *Aspire Systems Inc.* *Certified Minority Owned Business Enterprise (MBE) * *E-Verified Approved Employer* *Four Time Award Winner ( 2009 & 2010 & 2011 & 2012) Best of Danbury Award* *Approved Inc. 500 Company* *Corp Office: * *36 Mill Plain Road, **Suite # 16, Danbury, CT 06811* *Ph : 732 414 2854* *Fax : 203 798 0060* *Email: **[email protected] <[email protected]>* *Yahoo IM*:* fazalmrecruiter* *URL: **www.aspiresystem.com <http://mail.aspiresystem.com/exchweb/bin/redir.asp?URL=http://mail.aspiresystem.com/exchweb/bin/redir.asp?URL=http://www.aspiresystem.com>* -- You received this message because you are subscribed to the Google Groups "J2EE_J2EE" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send an email to [email protected]. Visit this group at http://groups.google.com/group/j2ee_j2ee. For more options, visit https://groups.google.com/groups/opt_out.
