Sr. Voice Technologist with Contact Center-Bethpage, NY - Georgia IT Inc.
Bethpage, NY
About the Job
Job Title: Sr. Voice Technologist with Contact Center
Location: Bethpage, NY
Position Type: Direct Hire
Salary: DOE $140K Full Time
Interview Process: Phone then Face to Face
US Citizen and Green Card
MUST HAVE Genesys 8.0 (7.0 isn't current enough)
Qualifications
Location: Bethpage, NY
Position Type: Direct Hire
Salary: DOE $140K Full Time
Interview Process: Phone then Face to Face
US Citizen and Green Card
MUST HAVE Genesys 8.0 (7.0 isn't current enough)
- Must have at least 5 years contact center experience, preferably out of cable/telecom environment.
- System and App data integration, outbound dialers, design, development, implementation and support. Linux and windows needed, as well as SQL server and Cisco.
- The Sr. Technologist supports the Customer Service, Sales, Billing and Collections, Field Operations, Product and Marketing business units. Additionally, the Sr. Technologist works with the CCIS Support team during the design, development, and deployment phases of projects, in order to simplify the transition of support of the system to them when the deployment phase has ended.
- The Sr. Technologist is also responsible for resolving all Level 3 escalated, complex production issues. The Senior Technologist is responsible for interfacing with all external Cablevision departments and vendor technology subject matter experts to remedy complex problems.
- The Senior Technologist will also participate in Work Request and/or Xbudget or Fiscal year Capital Planning project estimating.
- The ability to effectively interface and communicate across all levels of the business including Customer Service, Sales, Field Operations, Billing and Collections, Product and Marketing as well as all Cablevision technology groups (e.g. EIT Server group, Desktops, Networking, BISC, Network Engineering, QA and CSOC) is required.
- The ability to effectively manage multiple vendor relationships from a technical perspective is also required.
Qualifications
- Bachelor's Degree in Engineering, Computer Science, Networking or related area is highly preferred. Minimum of 60 College credits required or military experience or technical/trade school certification.
- Minimum 5 years of experience in infrastructure and system design, development and support related to call center technology
- Minimum 5 years of experience with key call center technologies and integration such as but not limited to: ACDs (Cisco, Genesys, Avaya, and Aspect), IVR design and development/maintenance, speech recognition, digital call recording, quality, predictive dialing and VoIP networking
- Minimum of 5 years of experience with system design, development and integration of web, client server and database design and administration
- Minimum of 5 years of experience with design, development, implementation and support of IT infrastructure components such as servers (WINTEL, Solaris, Open Source), databases (Oracle / SQL Server), storage, networking (Cisco),desktop, and programming languages such as JAVA and .NET
- Able to quickly adapt to diverse and changing environments, performing multiple tasks and adjusting priorities based on workload and direction from management and customer
- An ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics, is persuasive and promotes consensus
- Solid teamwork and interpersonal skills and ability to communicate with customers, staff, senior management, vendors and contractors
- Knowledge of system integration, architectural design and implementations pertaining to speech analytics, Call recording and Analytics, and Outbound Dialers
- Experience in the introduction of new technologies and standards into a mature IS or business environment.
Source : Georgia IT Inc.