*Need Business System Analyst* please send me resume at [email protected]
Hi Associate, Currently, I am recruiting candidates for one of my requirement as mentioned below. If you have a matching profile, please send me the updated resume along with contact details at the earliest. *Job Title* Technical Support Engineer/System Analyst *Project Location* Springfield IL *Duration* 4+ months /Contract * Skills Required and Job Description:* *MOI::Telephonic only* Background Client provides customer service to agents and customers via multi-site contact center environment. The multi-channel contact center solution is provided by inContact (vendor) and it is hosted by the vendor. Customer service representatives (CSRs) login to hosted inContact platform via MPLS SIP connection which allows the delivery of customer calls from the hosted contact center solution. Job Summary The Contact Center Technical Support Engineer is responsible for incident response, analysis and resolution of complex operational, contact center systems-related issues. It includes analysis of voice quality and various platform issues to improve the stability of overall environment. This individual will also collaborate with inContact, contact center, client network and application teams during the design, configuration and implementation of required changes for small to large projects. Key Responsibilities § Incident response and management. Performs troubleshooting, root cause, return to service, mitigation plans and creates/ documents procedures. § Assist internal team in analysis of end user computing issues. It includes issues with desktops, telephone and voice quality. § Work with vendor to resolve issues with inContact platform. § Develop and modify inContact call flows. § Identify opportunities in the current call flows and develops technical documentation for support of overall contact center environment. § Adhere to client documented application deployment and support standards and best practices. § Assist in developing disaster recovery solution options (for scenarios of extended outages of current inContact platform). § Develop and implement optimization and continual improvement plans for the current environment. § Documenting current call flows and proposing improvements. § Analyze vendor change notifications and perform impact analysis in collaboration with IT networking, architecture and application team. Coordinate and perform testing to ensure no impact to contact center as a result of change. § Provides IVR/ inContact consultations to various business stakeholders on projects and come up with solution options. § Produce monthly reports. § Perform other duties as assigned or necessary. Experience and Qualifications § Experience with supporting and maintaining large customer facing contact center technology platforms utilizing SIP. § Contact center VoIP experience including telephone and system configuration, implementation and maintenance § Experience in working with a multi- channel contact center platform. § Knowledge of SIP/ PRIs circuits and networks. § Strong analytical and problem solving skills § Excellent interpersonal and communication skills Logical thinking and Solid problem solving abilities *Regards,* *Rupa Kumari* *Technical Recruiter* *RG Talent Inc* *39120 Argonaut way* * Suite # 157, Fremont CA 94538* *Phone : 510-443-0757 x 126* *Email : [email protected] <[email protected]> * *G-Talk :**[email protected] <[email protected]>* *URL : www.rgtalent.com <www.rgtalent.com>* -- You received this message because you are subscribed to the Google Groups "US_IT.Groups" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/us_itgroups. For more options, visit https://groups.google.com/d/optout.
