Sr. Contact CTR & VoIP Technology Engineer
Health Partners Plans
- Erie, PA
- Permanent
- Full-time
- Competitive Compensation Packages, including 401(k) Savings Plan with Company Match and Profit Sharing
- Flextime and Work-at-Home Options
- Benefits & Wellness Program including generous Time Off
- Impact on the communities we service
- Plan, design, implement, and support complex multi-vendor Telephony Platforms
- Act as a technical expert in the Contact Center/Workforce Management platforms, clearly communicating the capabilities and limitations of the system.
- Develop, test, and implement Contact Center applications and technology through projects and initiatives.
- Demonstrated ability to analyze issues and identify root cause to resolve issues.
- Ensure peak system and product performance.
- Understanding desktop concepts/technology for client support of voice technologies.
- Demonstrates logical problem-solving skills with the ability to prioritize and multi-task with accountability and follow-through.
- Ability to work in a team environment and take direction from management and supervisors.
- Manages trouble tickets to identify trends and details of a reported problem and assists with customer and vendor interaction for resolution of problems found.
- Develop and maintain telecommunications documentation, including but not limited to, project status reports, inventory files, backup and other workload schedules, process, and procedure instructions – both technical and client, etc.
- Bachelor of Science degree in Computer Science, equivalent technical certification or experience.
- Minimum of Five (5) years relevant experience in administering, defining, designing, deploying, and supporting telecommunications systems including Call Center application support and other telephony protocols.
- Five years with telephone application software, such as Contact Center and workforce management solutions, voice mail also with 5 years of experience with software applications such as the MS Office Suite and MS/Windows.
- Deploying and troubleshooting Contact Center solutions: 5 Year
- Experience with Call Center auditing, using tools within Genesys, Salesforce, or other similar products.
- Experience designing, implementing and maintaining Workforce Management solutions.
- Prefer experience with cloud based products Genesys/Interactive Intelligence CIC preferred.
- Demonstrated ability to analyze communications platform issues and identify root cause to resolve issues.
- Able to partner and work with vendors for hardware and/or software support.
- High degree of self-motivation.
- Must exhibit excellent oral and written communications skills.
- Genesys/Interactive Intelligence CIC experience required.
- Workforce Management, preferably within the Genesys/CIC platform.
- Cisco, Networking and VoIP technology experience a plus.
- Experience with Call Center auditing – Genesys or other similar products