Please reply to:- Singh,Utkarsh / usi...@compunnel.com / 609-606-9010 Ext.# 1352
Job Details:-
| Job Title : | System Engineer |
| Location : | Fort Worth, TX |
| Expected Duration of Project : | 6 Months |
| Start Date : | 08/01/2014 |
| Interview Type : | Telephonic, Personal |
| Duties & Responsibilites : | This role interacts with various teams inside AA and vendors and is responsible for designing and developing routing strategies and list objects to ensure optimal performance. Requires continuous interaction with IT leads and executives to ensure contact center processes are sustainable, repeatable, and predictable.Education/ExperienceBachelor’s degree plus six years’ experience directly related to role responsibilities or an equivalent combination of education, training and experience.Responsibility levelExercises independent judgment with minimal direction from supervisor • Design, develop, document, and implement standard, integrated call handling processes • Integrate SIP methodologies into strategy development • Develop and administer quality reviews of processes / tools to support standard offer • Incorporate outbound capabilities using GVP and Proactive Contact • Administer changes and database modifications through GA or CME • Collaborate with infrastructure technology and management to define and document strategies and standard processes*Develop and maintain usable standard repository • Align with and support cross Business Unit process initiatives Skills • Experience using Genesys 7.6 (or greater) routing tools (i.e. URS, IRD, GA, CME, Composer) • Previous design and development in a SIP environment • Knowledge and familiarity with VoIP • Call center operations in 24-by-7 multi-center environment • Vendor and contractor management • Large/Multi-center call center load balancing • Experience with web services configuration • Project and process management in the telephony arena • Handling multiple inputs in a high pressure, dynamic environment • Complex data analysis • Proven ability to perform and thrive in a collaborative consensus-oriented environment • Analysis and problem solving – demonstrated ability to recognize issues and develop effective solutions Interview Process: In person |
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