*Hi There, PLEASE DO REPLY AT [email protected] OR 732-321-9227 ext 205
Position 1 # **EC IVR Analyst III - * *Bothell , WA Job Description: An ECIVR Support Analyst III has in-depth experience, knowledge and skills in an application support discipline (Speech Recognition Systems, VXML, SQL Query, Reporting, Remedy, etc…). An Analyst III is able to work independently on escalated issues and prioritizes, investigates and resolves them with minimal guidance from others. They function as the technical leads of their teams. Occasionally an Analyst III will be given opportunities to lead teams and projects to resolve complex technical issues. Minimum Required Skills / Competencies: - Proactively improve system stability, availability, performance and reliability through tuning, scaling and working with support teams on improving the infrastructure (network, OS and database) and application (project and development). - Provide Subject Matter Expertise in a core SIVR Application Support Discipline (speech recognition systems, connecting hardware, CCT connectivity and dependencies, downstream data dependencies, etc.). - Ability to prioritize and resolve multiple complex and critical projects. Profile application usage and patterns to provide forecasts and plans for supporting both applications functionality and capacity requirements in a rapidly growing, changing and complex environment. - Protect and insure the stability of the IVR systems (software and hardware) as well as maintain the integrity of the data they contain. - Reporting on root cause analysis, mitigation and permanent fix implementation for operational issues. - Coordinate application enhancements and fixes, which includes approving functional, architecture and testing documentation, project management duties on small projects and implementation during planned maintenance windows. - Provide 24x7 oncall support in a team rotation. - Participate and Lead scheduled, and unscheduled, software updates in suppot of projects, maintenance, etc. These occur during scheduled maintenance windows after core business hours. - Provide knowledge sharing with team members as well as other teams across the enterprise. - Opportunity exists for teaching training classes. - Other duties as assigned. Required Knowledge and Skills - Strong basic knowledge of enterprise communications applications, including infrastructure, application, connectivity, integration, and project life cycles. - Ability to work and interact with various groups inside and outside while maintaining positive values. - Experience in troubleshooting or supporting Intervoice and Nuance applications - Strong working knowledge of IVR\SIVR technologies required with an understanding of the application and its integration with the hardware platform. - Strong working knowledge of VXML\XML standards and implementation. - Strong experience with Windows 2003 Administrative tasks related to application configuration and troubleshooting. - Experience in troubleshooting or supporting Microsoft IIS. - Experience with Tomcat Web Services and Administration - Experience in troubleshooting customer related issues and managing customer relationships. - Excellent written and verbal communication skills, organizational skills and interpersonal skills. - Able to manage multiple priorities and make sound decisions under pressure. - Able to understand middleware connectivity methodologies and back-end dependancies - 4 year degree in Information Technology (or related field) or equivalent work experience. Preferred skills: - Previous telecommunications experience. - Knowledge and experience in call handling and routing technologies including Intel Dialogic boards, ICM Data transfers, Avaya PBX’s\Switches, ACD’s, etc… - Knowledge and experience using Business Intelligence software for reporting and analysis. - Working knowledge of middleware solutions including TIBCO and EAI. - Knowledge of relational database design and support, including the support of large enterprise software systems. - Knowledge and experience using Avaya CMS for reporting and analysis. - System Analysis experience in the support and operation of a large enterprise software system, preferably in a wireless environment. - Serve as an escalation point for difficult problems and complex inquiries. Act as a peer group leader to and help train staff. * -- You received this message because you are subscribed to the Google Groups "only.SAP" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/onlysap?hl=en.
