KNOWLEDGE AND SKILLS REQUIRED:
• Requires experience of four to five years supporting Contact Center and Telephony integrated applications, to include but not limited to
• Enterprise IVR environment – Agent management, call flow creation, skill groups/assignments and agent proficiency
• Workforce and Quality Management
• Virtual queuing and callback
• Reporting • Telephony configuration
• Programming skills
• SQL skills
• Document processes for cross training and audit purposes.
• Effective written and oral communication skills are required plus a willingness to learn and adapt to a rapidly changing technology and business environment.
• Effective critical listening, thinking, analysis and problem-solving skills.
• Effective time management skills with demonstrated ability to multi-task priorities and deliver assignments on schedule.
• Strong Interpersonal skills with a great collaborator ability to work with all levels of management and workforce.
• Is self-directed and capable of working with vendors to create statements of work. Follows through on the completion of work defined in the SOW’s
KNOWLEDGE AND SKILLS PREFERRED:
• Bachelor's degree in Management Information Systems, Computer Science or related discipline is preferred.
• Working knowledge of the following Contact Center technologies\: Five9, Verint, Medallia
• Five9, Verint and/or Medallia certified
• Call handling and processing through the IVR
• Basic understanding of Campaigns, Dialing lists and other call handling/processing configurations in an enterprise environment.
• Experience with IVR Development tools and understand call flows
• SOAP/REST Web Services
• Experience supporting Automatic Speech Recognition, Text to Speech integrations
