Join an organization offering a chance to apply skills "end-to-end" on a range of Contact Center technologies. If you display initiative with your work, enjoy a challenge, have a track record for getting things done and enjoy making a difference for the customer - you'll fit well with our team.
Under general supervision, the candidate will be responsible for installation, configuration, maintenance and support of multiple Contact Center software technology products, including but not limited to, Avaya Voice Portal, Speech Recognition, Text-To-Speech, CTI connectors and adapters, Verint Work Force Management, Avaya Work Force Optimization, Call Accounting, etc.
The candidate must have good understanding of Avaya VoIP telephony systems and architecture in order to troubleshoot and/or assist with technical issues. The candidate will develop, implement and maintain tools and guidelines to assist the operations group and to provide pro-active monitoring and notification of potential and real issues. The candidate will participate in meetings to provide Subject Matter Expertise in these technologies, including researching and recommending solutions that adhere to the company's architecture standards defined by the Architecture team. The candidate may be involved in developing and maintaining ETL (Extract Transform and Load) processes to gather data from the supported systems and/or databases and expose them for other area's consumption. In addition, the candidate may be required to develop interfaces to provide integration between various telephony technologies, if a vendor solution is not available.
Primary Duties and Responsibilities
Install, maintain and provide support for Avaya Voice Portal and related technologies, including Nuance Speech products, Dialog Designer, and CTI & Avaya IC Connectors. In addition, the candidate is responsible for coordinating service and support requests with respective vendors, when applicable. Install, maintain, support and coordinate vendor support of customer-facing products, like CTI/IC and other supported desktop clients used by contact center agents.
Provide SME (Subject Matter Expertise) on Voice Portal and related technology, including assisting developers troubleshoot issues, programming techniques, product integration, and developing system requirements for product integration or new functionality associated with these products.
Develop, document, and implement support guidelines and troubleshooting guides to assist operations team with day-to-day support activities. This includes developing and/or installing monitoring tools that can pro-actively identify potential or real issues and generate alerts/notification to the appropriate support groups. It also includes providing training and/or on-demand presentations to explain how the product works or how solution was implemented.
Work with the Architecture team to establish standards and guidelines for integration of supported products, including using these artifacts to make decision on future product purchase decisions. This also includes working with Architecture team to design, document and implement solutions for business resumption and disaster recovery scenarios.
Document, update and maintain architecture/infrastructure diagrams, including integration and interfacing points, configurations, and identifying high-availability features and single points of failure of the architecture.
Design, develop, implement and maintain "home-grown" solutions to support the needs of internal customers, specifically when a vendor solution is not available or feasible. Samples of these tools would be to develop Dialog Designer application to help test CTI Desktop Clients; develop tools to empower operation and/or other team to execute functions in a controlled environment; develop ETL process to expose system data to internal customers, like CMS data for long term reporting; etc.
Provide Tier 3 support in a 7x24 environment, including problem management, documenting in detail the cause and resolution of problems, using the Remedy system and updating troubleshooting guides.
Perform miscellaneous tasks as assigned to ensure the proper operation of the Great-West Financial Contact Center environment.
Position requires after hours availability for sporadic rotational on-call support and occasional weekend/after hours work.
Background and Qualifications Bachelor's degree (Telecommunications or Computer Science preferred) and/or equivalent combination of education and experience
5-10 years of relevant work experience and equivalent combination of training and experience.
Strong knowledge and experience with Avaya Voice/Orchestration Portal; Nuance Speech Recognizer, Text-to-Speech, and OSDM software; CTI Connectors and Adapters Technology, including desktop clients; Verint Work Force Management; Avaya Work Force Optimization (Call Recording); Avaya Interaction Center
Good understanding and experience with Avaya Telephony technology and architecture, including Call Management System, Application Enablement Services, Call Detail Reporting, etc.
Knowledge of products, like: Speech Analytics, Quality Monitor, Avaya One-X Attendant, One-X Agent, VeraSmart, Speech Attendant, Symon Boards, etc.
5-8 years of programming experience with UNIX, Linux, and Windows environments, including experience with TCP Client/Server programming.
Programming experience should include knowledge of these programming languages: Perl, Java, VBS, HTML, VXML, Javascript, TCP Socket, Unix Shell scripts, Windows VBS and batch files, SQL (Oracle, Postgres, Informix, SQL Server), job scheduler (UNIX CRON & Win Task Scheduler), Avaya Dialog/Orchestration Designer, etc.
Experience with Operating Systems, like Sun/Oracle Solaris, Red-Hat Linux, and Windows Desktop/Server, including software installation, configuration and maintenance, as well as programming.
Knowledge of Web Application Servers and Content Load Balancer is a plus.
Excellent troubleshooting skills of these products, working alone and with other technical teams.
Great-West FinancialSM helps millions of Americans, their companies and employers build greater financial security. Headquartered in metro Denver with offices around the country, Great-West Financial offers a wide range of retirement savings products and services, life insurance and annuities. With more than a century of experience and a history of financial strength and stability, Great-West Financial has earned the reputation as a trusted financial partner, to and through retirement.
For more information, please visit www.greatwestcareers.com. We are an equal opportunity employer dedicated to workforce diversity. We are committed to providing a drug-free workplace.
You'll find good people at Great-West Financial.
Great-West FinancialSM refers to products and services provided by Great-West Life & Annuity Insurance Company and its subsidiaries and affiliates. Great-West FinancialSM is a service mark of Great-West Life & Annuity Insurance Company.
