Our client is seeking an experienced application support engineer to provide quality operational application and system support for contact center applications. The candidate will be responsible for maintenance/administration/troubleshooting of contact center applications.
Responsibilities
·Performs as lead technical resource for the support of the Call Center applications, including daily operations, technical system analysis, and planning.
·Provide feature enhancement, bug fix and support to existing applications in java and visual basic.
·Documentation and maintenance of call flow / voice treatments
·Researching and resolving routing issues as reported by the business units.
·Modifies, repairs, and conducts preventative maintenance on equipment and related systems, including Genesys, Pipkins, Rightfax, Verizon Busienss TFNM, and AT&T Route-IT
·Design, maintain, and troubleshoot Genesys based routing / reporting for call center.
Position Requirements
·Four year college degree or 10 years hands on work experience
·5 years of hands-on experience with the Genesys platform/
Enterprise Routing in a multi-site configuration
·A strong knowledge of Telecom/Network infrastructure (LEC, IXC); AT&T Route-IT, VB TFNM experience a-plus.
·Understanding of call center modes/methodologies and technologies.
·Excellent customer service skills, sense of urgency and priority, and ability to troubleshoot issues.
·Experience with Workforce Management software, Fax, and testing software.
·Good knowledge of CTI/Telephony integrations
·Good working knowledge of SQL/Oracle, UNIX
·Prior experience with IVRs a-plus (preferably GVP)
·Proven experience in the operation and analysis of database hardware, software, and standards, as well as data retrieval methodologies and mainframe applications.
·Demonstrated project management skills.
·Excellent analytical, mathematical, and creative problem-solving skills.
·Excellent understanding of the organizations goals and objectives.
·Excellent written and oral communication skills.
·Excellent listening and interpersonal skills.
·Logical and efficient.
·Keen attention to detail.
·Ability to conduct research into systems issues and products as required.
·Ability to communicate ideas in both technical and user-friendly language.
·Highly self motivated and directed.
·Ability to effectively prioritize and execute tasks in a high-pressure environment.
·Strong customer service orientation.
·Experience working in a team-oriented, collaborative environment.
Work Conditions
·Occasional evening and weekend work to meet deadlines.
·Sitting for extended periods of time.
·Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
·Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Experience: Genesys, Pipkins, Rightfax, Verizon Business TFNM, and AT&T Route-IT
To Apply to this job go to http://www.GadBall.com or click here
Wednesday, December 19, 2007