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- Provides advanced level technical support to business units specifically in the areas of contact center systems and applications
- Activities include Advanced support and problem resolution, relocation and installation of contact center equipment, addition of new users, communications facilities management, statistical reporting and any other issues pertaining to call center technology as they arise
- Coordinate with vendors regarding maintenance, modification, installation and relocation of equipment relating to the contact center systems and applications
- Implement repairs and configuration changes to the contact center systems and applications at local and remote call centers, and at operation centers as needed
- In conjunction with other IT teams, business units, management personnel and vendors, design, develop and deploy predictive dialer systems and applications, to support business requirements
- Maintain accurate records of all system components, application processes and carrier network facilities
- Prepare, evaluate and distribute reports as required
- Research, evaluate and recommend communications options in services, products, systems and emerging technologies as needed
- Adhere to and promote compliance to all GMF security policies and procedures
- Promote a cooperative and productive work environment
- Track and report issues, risks and action items for executive review
- Monitor the quality and timeliness of the project milestones and deliverables and the associated project activities
- Perform other duties as assigned
- Conform with all company policies and procedures
- Advanced technical knowledge working with contact center technology and applications, configuration of hardware as well as maintenance, modification and installation of equipment
- Knowledge of security methodologies, policies, standards and best practices
- Knowledgeable of best practices in information technology governance and regulatory landscape for financial institutions
- Knowledge of core business functions
- Working knowledge of the consumer loan business
- Working knowledge of all system applications
- Working knowledge of the Corporate Business solution environment
- Significant experience in a large and complex business environment
- In-depth knowledge of security frameworks (eg, ISO 27000, NIST, FFIEC, etc)
- Advanced knowledge of information technology systems, infrastructure and operations
- Advanced working knowledge of information systems and operations systems for supported business groups
- Advanced knowledge of VSphere and VCenter for Virtual Server administration
- Advanced knowledge of Microsoft server patching, predictive dialer systems and applications, and production processes and/or strategies as they pertain to call centers
- Advanced knowledge of collection strategies as they relate to predictive dialer platforms and advanced knowledge of ACD technologies as they relate to collection center operations
- Certification in Aspect UIP predictive dialers preferred
- Strong comprehension of other IT systems and/or applications such as server configuration and OS, both Windows and Linux, VM environments, PBX systems, ACD, IVR systems, and databases
- Advanced ability to create and work RFC and SR tickets with Oracle On Demand, Oracle Managed Cloud Services and Oracle Support
- Strong in the use of Microsoft Office software including strong ability to analyze data using Excel for reporting and data mining purposes
- Strong people skills including the ability to interact with employees at all levels
- Excellent written and oral communication skills
- Ability to meet expected delivery dates and the tasks necessary to achieve objectives
- Must be a self-starter and able to manage the investigations function with minimal supervision
- Experience with data visualization concepts and tools
- Advanced skills: SQL Server 2008/2012/2016, VMware, Window Server 2008/2012/2016 preferred
- Advanced programming skills: Visual Basic, SQL, HTML, HTML5 preferred
- Excellent computer skills and conversance in information technology issues
- Advanced analytical skills necessary to research and solve complex system, application or business problems
- Ability to handle multiple, complex details and tasks simultaneously
- Advanced project management skills
- Attitude to positively promote project management processes and procedures
- Detail oriented with the ability to maintain accurate system, application, and incident records
- Interpersonal skills necessary to provide technical assistance and guidance to less experienced technicians
- Proven ability to independently develop and analyze alternative solutions and make recommendations
- Excellent active listening skills
- Ability to influence others and move toward a common vision or goal
- High School Diploma or equivalent required
- Bachelor’s Degree in related field or equivalent experience preferred
- 7-10 years advanced experience configuring, installing and administering various contact center technology and application required
- 7-10 years experience with PBX system administration, ACD, and IVR technologies strongly preferred
- Experience with leading engineering efforts on multi-million dollar projects preferred
- Normal office environment subject to stressful situations
- Flexible schedule with possibility of working long hours including weekends/holidays, occasional overtime or split shifts may be required
- Limited travel may be required to support business needs
- Must be capable of lifting and installing equipment as required