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HI,
Hope
you are doing great!
This
is Harry from Dynamic Enterprise Solutions. We have urgent requirement with one
of our Direct clients (No hidden Layers) , please review below job description
and let me know your interest
Position
ID: DYESJP00016912
Title: BSA with Telecom/ Call Center
Engineer (IVRs & IVAs, click to call,
& chat.)
Location: North Chicago, IL
Duration: 9-12 Months+
Locals
Preferred
Description:
Pharmaceutical client is seeking
a Senior Telecom Contact Center Engineer with hands on experience and skills to
engineer, design, configure, deploy, operate, and maintain a Global Contact
Center.
The successful candidate will collaborate and consult with vendors, internal
customers, and business leaders to engineer solutions to meet business
requirements. The ideal candidate will be responsible for advanced telecom
contact center solutions, design, testing, implementation of call flows, IVRs
& IVAs, click to call, & chat. The individual will bring a passion for
Contact Center Cloud technologies, including Engineering Omni channel voice,
chat, fax, SMS & chat bots.
Responsibilities:
Work with stakeholders to align overall business requirements for next
generation Contact Center Platform
Design, Configure, implement contact center designs, perform training,
documentation, monitoring, validation, turn-up, feature verification,
migration, support readiness, tools, and methods for Contact Center Platform
Provide detailed progress and executive updates on all relevant activities
Ensure compliance of all infrastructure and vendor Contact Center solution
standards
Work closely with network, security, end point border teams on Contact Center
solutions in a complex environment
Understand network for capacity, bandwidth, traffic peaks, performance, and
availability of Contact Center infrastructure to recommend improvements in
technologies and practices to improve efficiency and metrics
Qualifications - External
Minimum 5+ years of experience related to Contact Center engineering
Desirable experience engineering and implementing all or some of the
following Contact Center modules: omni channel, skills-based routing, universal
queuing, intelligent callback, click to call/click to chat,
self-service/IVR/IVA applications, cradle to grave reporting, and real-time
dashboards
Desirable experience engineering and implementing all or some of the
following Quality Monitoring modules: voice analytics, VoIP recording,
screen-capture, Scheduling/Workforce Management
Proven experience in capturing, documenting, and supporting end users
requests, as well as working as a key element bridging the needs of the
business with the IT capabilities
Demonstrated ability to utilize Contact Center management tools, assuring
performance, and interfacing with vendors
Expert understanding Five9 & Nice InContact systems a plus
Understand product and software life cycle and capacity planning for Contact
Center applications
Strong verbal and written communication skills
Bachelors degree in related discipline or equivalent experience
Five9 or Nice InContact systems a plus
Strong time management and organizational skills
Excellent interpersonal, collaboration, problem solving, presentation and
leadership skills
.
Description Details
1. Are you open to look at candidates willing to relocate? No
2. What are the top 3-5 skills requirements should this person have? Five9
& Nice software provisioning, see above
3. What is a nice to have (but not required) regarding skills, requirements,
experience, education, or certification? Leadership, handle complex problems
4. What type of environment is this person working in? office
5. Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If
yes, how many hours, what impact to scheduled working hours? M- f 8-5
Thanks
& Regards
Harry John
Dynamic Enterprise Solutions Inc
1801 Hicks Rd, unit A
Rolling Meadows, IL -60008
(847) 701-5896 / 224-635-0898
Email: [email protected]
[email protected]
www.Dynamic-enterprise.net
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