This individual will manage an existing team of three IVR Developers, assigning and managing day to day task requests initiating from both internal requestors as well as from Service Delivery Managers representing IVR clients. The current number of IVR platforms supported is ~ 70 ranging from EPOS, Apex, and Intervoice solutions. General familiarity with IVR platforms is required as well as a working knowledge of the integration of PBX / IVR functionality.
This leader will work closely with the Service Delivery Managers (SDM) to prioritize the team's efforts and to coordinate implementation and change efforts. In addition, this individual will coordinate resolution of issues related to existing IVR systems via internal Change Management procedures and documented escalation processes.
Job Responsibilities:
Lead team which will delivers tactical and strategic IVR solutions with a high degree of technology integration requirements in complex, multi-platform application Call Center environments.
A long-term expectation is to position the Shared Services IVR team as viable alternative for IVR implementations competing with outside IVR vendors.
Document and present annual, or more frequent, performance evaluations for staff members.
Adhere to internal processes for Change Management, Configuration Management, and access procedures.
This senior-level professional is a fully qualified individual producer who applies a comprehensive, and in-depth knowledge of technical concepts, practices and procedures. Incumbents are competent to work on highly complex assignments and perform a full range of technical support activities. The incumbent generally is a member of quick-response user-support team and regularly works under demanding deadlines, operating independently to resolve end-user problems. Errors cause significant visible delay, expense and/or disruption to the end-user. May act as a functional/team leader. Individuals must be able to use mature judgment in assigning personnel without causing unnecessary delay to client.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES:
Duties require a variety of comprehensive computing, data communication and telecommunication skills, familiarity with various diverse operating environments, applications and equipment, and will vary depending upon the end-user(s) serviced.
Responsibilities may encompass: operating systems programming, LAN administration, hardware and software technical support analysis, communications and network systems analysis, configuration management, general end-user support and training, microsystems analysis, data security analysis, software quality assurance and testing, office automation, network operations, information systems auditing, production control analysis, and technical library support.
Principal level may provide functional guidance for tasks or individuals and for this purpose regularly participates in selection and appraisal processes.
Participates and/or leads others in technical proposal process.
May exercise responsibility for marketing new or follow-on contracts.
May make technical presentations to ACS management and/or clients. Experience: A To Apply to this job go to http://www.GadBall.com or click here
Tuesday, October 24, 2006