Job Title : Sr. Telethony Routing Engineer. Location : Philadelphia, PA Duration : 1 year
*****For Immediate feedback please forward your resume to p...@vforceinc.com**************** Job Description PRIMARY PURPOSE OF POSITION Responsible for providing day-to-day support for the PECO and ComEd call centers at Exelon. Will perform system maintenance and respond to customer requests as needed. Responsible for directing the design and programming for all routing requests from our business partners. Will need to have 3-5 years experience working within a Call Center environment and with CTI , AT&T Route it, Aspect routing, Virtual Hold, VRU’s and Witness. Will need to be able to program changes to the systems while limiting business risk. Detailed plans/schedules will need to be developed for all assignments. PRIMARY DUTIES AND ACCOUNTABILITIES Design and implement routing changes using AT&T Route it to provide necessary call routing for energy programs for PECO Add virtual hold to an additional queue within the ComEd call center Participate in implementation of routing changes for the PECO cal center Provide troubleshooting for routing systems as necessary Provide day-to-day support for emergent requests Provide training and second level support for the team members Team with Architect to provide documentation of our current systems using Visio POSITION SPECIFICATIONS Minimum: HS diploma with minimum 5 years experience programming routing changes in a call center 5+ years on the job experience with call center technologies including Aspect ACD, AT&T route it, Virtual Hold, CTI and Cisco ICM Ability to work with VP and above personnel Must have good interdepartmental communication skills (verbal and written) Solid leadership skills Preferred: Engineering or Technical degree Team Lead Experience POSITION SCOPE Responsible for day-to-day call center operations particularly for designing and implementing routing changes within the environment. Looking for a person to support their routing work. Essential that they’ve worked with CTI, Cisco ICM or Aspect ACD plus if they have experience with virtual holds and or witness systems. ----------------------------------------------- Thanks and Best Regards, Paul VForce Inc. 10400 Rodgers Road Suite 150 Houston, Texas 77070 Email: p...@vforceinc.com Voice: 201-710-8278--
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