Hello, Hope you doing well.Please let me know if you are interested in this requirement. If YES Please send me your resume along with your contact information, if NOT please feel free to pass on this email to your friends or Colleagues who might be interested *E-mail:venkat.ra...@panzersolutions.com <e-mail%3avenkat.ra...@panzersolutions.com>*
*Job Title: Contact Center Specialist Location: Hamilton, NJ and Newark, DEDuration: 6 months contract to hire * *Job Description: * The Contact Centers Technology Specialist supports the Contact Center groups and Management teams through a keen understanding of the converged/integrated network, telecommunications and desktop application solutions in use. The incumbent is responsible to interact on behalf of the Contact Centers with the technical support departments such as I.T., e-Business, Travel Technology and Automotive Services technology to ensure the support and functionality necessary to meet the requirements of the Contact Centers Operations. *Main Job Responsibilities: (75%)* Interacts with all levels of the Contact Centers’ management teams as well as Analysts and middle management of I.T. Telecommunications and other Club support departments, as necessary, to identify and translate the technology and telecom needs of the Contact Centers Operations into actionable plans. Ensures that the Contact Center groups’ telecom tools and equipment function efficiently and effectively and that any performance issues are addressed with a sense of urgency and bias toward immediate action so as to minimize any disruption to Member service and revenue generation. Works closely with the organization’s IT group to maintain knowledge of available technologies that have potential to enhance the Contact Center group’s performance, costs or efficiency. Interfaces with the Telecom Analyst II, Managing Director of Contact Center Telecommunications, Manager, IT Customer Service, Network Engineer (NE), the Field Services Engineer (FSE), and other members of the Information Technology (IT) group to identify and translate the needs of the organization into telecommunications strategies, designs, and enhancements. Participates in the development of the conceptual plan and design to meet the general needs of the Contact Center and assists the Business Analyst (BSP) and the NE in developing a detailed network communications plan, including rollout. Uses a variety of business and technical skills to implement detailed project plans and ensure the successful integration of the organization’s communications systems, including all related hardware, software and third-party vendor interaction. Develops custom activity reports from CMS and other systems/applications in support of the Contact Center and Distribution management teams. *JOB RESPONSIBILITIES: (25%)* Monitors the telecom activity/operation for all Contact Center groups to ensure that routing and reporting functions are performing effectively and efficiently as intended. Communicates with external vendors, such as AVAYA and Verint, to coordinate upgrades, training and connections to internal systems. Monitors and analyzes the monthly/annual telecom costs assigned to each Contact Center group and maintains an inventory of toll free numbers assigned to each budget center so as to validate costs and ensure accuracy in billing and cost assignment. Reviews monthly telecom billing and validates against actual call volumes and budget calling any discrepancies to Management’s attention. Reviews telecom/technology requirements and standards of the Contact Centers with the appropriate members of the I.T. group. Performs miscellaneous job related duties, as assigned, across all areas of Contact Center Operations. *REQUIREMENTS:* Ability to effectively work with all levels of people and management and possess a strong technical background at a level normally acquired through the completion Bachelor’s Degree or equivalent in Telecommunications, Business Administration, or related field. Experience working in a high-volume, customer service, telecommunications environment. Certification in at least one of the leading telecommunications hardware/software package is preferred or must be obtained within 6 months of assuming the role. Communicate effectively with business line managers regarding the status of their department’s request. Ability to triage issues to the IT Telecom team for participation in Root Cause Analysis of Telecom Incidents. Ability to program auto attendants, vectors, skills based routing, maintain and support PBX and ancillary technology software, media channels and devices. Possess strong organizational, interpersonal and communication skills (oral and written) to enable accurate completion of assignments and constructive interaction with others at all levels. Strong problem solving skills, especially in a technical environment. Strong initiative and the ability to work independently. Ability to work overtime as necessitated by weather and/or business conditions. We are looking for the IT or Telecom side of the Contact Center specialist someone who knows the programming of the AVAYA PBX, and supporting applications like CMS, CTI - integration, Recording platforms and analytics platforms, web chat implementation etc. ------------------------------------------------------------------- Warm Regards, Venkata Ramana Technical Recruiter Panzer Solutions LLC, 45 Stuart Ave, Unit K,Norwalk CT 06850. *E-mail:venkat.ra...@panzersolutions.com <e-mail%3avenkat.ra...@panzersolutions.com>* www.panzersolutions.com -- You received this message because you are subscribed to the Google Groups "oraapps" group. To unsubscribe from this group and stop receiving emails from it, send an email to oraapps+unsubscr...@googlegroups.com. To post to this group, send email to oraapps@googlegroups.com. Visit this group at http://groups.google.com/group/oraapps. For more options, visit https://groups.google.com/d/optout.
