$100K — $150K *
As a member of the Telecommunications team you will help to provide call center application support at the desktop level and ensure key business unit supervisors, quality control team members, and agents are working as desired.
Strong analytical ability to diagnose complex system issues and provide resolution. This includes working directly with users to validate the issue, articulate what is occurring, creating test cases, gathering log data, and providing information to the vendor. Follow up with the vendor and assist until the issue is resolved.
Work with the vendor to ensure applications are optimized, review future releases and relate the impacts to team members and business units, and plan/implement solution upgrades and additions.
Work with other team members to implement a call center test lab environment to assist in designing, implementing, and establishing thorough testing of the next iteration of call center solutions.
Ability to create call flow scripts and diagram the solution. Prior programming skills with any programming language are highly encouraged. Ability to understand XML/VXML code and editor tools as well as working work with internal programming teams to design and implement solutions. Ability to read and comprehend complex output logs used in troubleshooting issues.
Actively monitor systems on a daily basis and respond proactively to alerts and/or outliers. Perform OS and security patching to servers in Windows and Linux environments.
Skills strongly preferred:
Microsoft Server 201X, Linux, and IP network familiarity are highly desired.
After hours work is required in addition to providing on-call support.
A bachelor’s degree in Computer Science, Engineering, or a related discipline is preferred.
5+ years of working with call center applications in a system support role.
Valid through: 7/8/2021