IT - Senior Call Center Technology Specialist

06 Aug 2024

Vacancy expired!

Software Guidance & Assistance, Inc., (SGA), is searching for an IT - Senior Call Center Technology Specialist for a Contract assignment with one of our premier Financial Services clients in Fort Worth, TX.

Responsibilities:
  • Call Analysis on Callers intent and provide improvement opportunities on predicting the purpose of the call.
  • Familiarity with latest IVR trends and technologies and experience on leveraging the latest IVR capabilities (Preserve Context, Visual IVR, Text2IVR etc
  • Strong SQL experience and troubleshooting techniques to address any incidents.
  • Good knowledge of networking concepts in Call Center area.
  • Have to be a good team player and establish good working relationships with IT & business counterparts
  • Recommendation on best practices and use cases to increase the IVR containment ratio and provide best customer experience.
  • Mainframe Programming background with MQ / ESB interactions to gather required information from other applications is preferred.
  • Experience working with mainframe VSAM, Flat files and DB2 tables is preferred
  • Support inbound and dialer workflow creation

Required

Skills:
  • Minimum 10 years of experience in overall Contact Center Technologies support and implementation.
  • Minimum 5 years of experience in architecting and designing enterprise level solutions in the areas of IVR, Inbound/Outbound Telephony, Quality Management, Speech Analytics and Outbound Dialer application.
  • Need to have extensive knowledge and hands-on experience with key application service providers in the Contact Center areas like Aspect, Genesys, Avaya etc.,

Preferred

Skills:
  • Experience in the Genesys CX Contact product
  • Genesys Composer
  • Experience working with Inbound/Outbound routing
SGA is a Certified Women's Business Enterprise (WBE) celebrating over thirty years of service to our national client base for both permanent placement and consulting opportunities. For consulting positions, we offer a variety of benefit options including but not limited to health & dental insurance, paid vacation, timely payment via direct deposit. SGA accepts transfers of H1 sponsorship for most contracting roles. We are unable to sponsor for Right-to-Hire, Fulltime, or Government roles. All parties authorized to work in the US are encouraged to apply for all roles. Only those authorized to work for government entities will be considered for government roles. Please inquire about our referral program if you would like to submit a candidate for any of our open or future job opportunities. SGA is an EEO employer. We encourage Veterans to apply. To view all of our available job postings and/or to learn more about SGA please visit us online at www.sgainc.com.

  • ID: #44635789
  • State: Texas Fortworth 76101 Fortworth USA
  • City: Fortworth
  • Salary: USD TBD TBD
  • Job type: Contract
  • Showed: 2022-08-06
  • Deadline: 2022-10-04
  • Category: Et cetera