Telephony Engineer

Apply by eMail:15359478.185@jobfrenzy1.com

Description:
DESCRIPTION The candidate will be responsible for providing day-to-day support for the call centers. He/she 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. The candidate will need to have 3-5 years experience working within a Call Center environment and with CTI , Route it, Aspect routing, Virtual Hold, VRU's and Witness. The incumbent will also 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. Enterprise Distributed operations provides IT support to multiple locations in the Philadelphia and Chicago locations. The IT Call Center support teams provides telephony and Web services support to both call centers. Major technology support includes, CTI, Aspect, Virtual Hold and Witness. PRIMARY DUTIES AND ACCOUNTABILITIES: -Design and implement routing changes using Route it to provide necessary call routing for energy programs -Add virtual hold to an additional queue within the call center -Participate in implementation of routing changes for the call 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 QUALIFICATIONS: -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, 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) -Engineering or Technical degree -Team Lead Experience SKILLS 5+ years on the job experience with call center technologies including Aspect ACD, route it, Virtual Hold, CTI and Cisco ICM Synectics offers competitive salaries and a full suite of benefits. EOE.

Requirements:
See Above

Education: Not Specified

Experience: Not Specified

Travel: Not Specified

Apply by eMail:15359478.185@jobfrenzy1.com

Job Created: Thu Nov 05 2009 04:27:48 AM
Last Modified: Thu Nov 05 2009 04:27:48 AM