IrvingRecruiter
the smart solution for Irving jobs

Contact Center Integration Specialist - Irving / Dallas - Texas or Tampa -Florida

Company: NEA Consulting, Inc
Location: Irving
Posted on: June 13, 2018

Job Description:

Title: Contact Center Integration Specialist Location: Irving / Dallas - Texas or Tampa -Florida Duration: Long Term Contract Job Descriptions - Knowledge/Experience Knowledge of Avaya PBX hardware up to and including Avaya CM 6.3 releases Knowledge of voice adjuncts; including Avaya AES, Call Management System, and Modular Messaging Experience with call center application and functionality including vector, VDN and DNIS routing design Understanding voice and contact center operations, testing and validation Trunking, including ISDN and SIP-based services Practical experience of solution deployments involving contact center solutions including Cisco ICM, Aspect Dialers, and IVR Experience with Cisco UCCE and Genesys ACD/ contact center/ and Omni channel a plus. Current Key Responsibilities CCVIC Projects for Non-Workforce Managed Call Centers for North America Provide Call Center project management activities for Non-WFM supported call centers. Meet with Non-Workforce Managed business groups to gather Call Center requirements. Review and perform any pre-discovery work. Determine how calls will be delivered - DID, TFN, Network IVR or internal transfer. Determine call treatment - time of day / holidays / staffed agents / meetings / emergencies / expected wait time status, etc. and what is to occur for each scenario. Engage IVR or ICM team if required with a SOW. Define and order new route plans for existing toll-free numbers. Order additional toll-free numbers if required. . Submit resporg orders for any carrier changes required and manage any related activities. Work with the business units to complete migration matrix including workstations, agents, UMs and CMS requirements. Design call center routing in the required format and submit to GVO for review and approval. Schedule and assign a GVO resource for building ACD requirements in appropriate cores. Establish ongoing meetings with business to review / discuss project progress and any changes that need to be made. Update CMS dictionary with Agent names and assign skills to Non-WFM agent IDs. Validate in PBX and CMS all requirements have been completed by GVO. Provide station and agent ID information to NICE administration to ensure proper recording. Provide CDR group with new stations and logins to be updated in the billing system. Develop comprehensive test plan and perform UAT with the business, requesting GVO to make any changes prior to implementation. Coordinate toll free and DID routing changes with vendors and GVO. Provide open-line support during actual implementation. Follow up with business for any possible Day Two issues and address if necessary. Upload all project documentation to SharePoint project folders. Receive business approval after implementation and complete project closure tasks. Maintain CCVIC station, DID and Non-WFM agent logins on master inventory spreadsheet to avoid duplication of numbers and to ensure numbers are assigned according to site location and business. Document and track capacities on all CCVIC hubs weekly. Document and monitor IC traffic weekly on all CCVIC hubs.

Keywords: NEA Consulting, Inc, Irving, Contact Center Integration Specialist - Irving / Dallas - Texas or Tampa -Florida, IT / Software / Systems, Irving, Texas

Click here to apply!

Didn't find what you're looking for? Search again!


I'm looking for
in category
within


Other IT / Software / Systems Jobs


Software Systems Engineer
Description: .Net/C developer Position Responsibilities Responsibilities associated with the design, development, support, and maintenance of IT applications. Required Skills/Experience Basic Skills: 1. Extremely
Company: Global Channel Management, Inc.
Location: Irving
Posted on: 06/23/2018

In-Home Usage Tester (Product Tester at Home)
Description: IN-HOME USAGE TESTER Product Tester at Home Part-time Presently we're recruiting Product Testers from home in several US cities to expand our private network of In-Home Usage Testers IHUT to fulfill (more...)
Company: American Consumer Panels
Location: Carrollton
Posted on: 06/25/2018

Java Developer - SSO
Description: What you'll be doing... br br You will be responsible for providing software design and development, and second line production support for our external customers' single sign-on suite of applications (more...)
Company: Verizon
Location: Irving
Posted on: 06/23/2018


IT Digital Solutions Manager
Description: TITLE: IT Digital Solutions Manager br br DEPT: Information Technology br br REPORTS TO: Director of IT Digital Solutions br br DATE: December, 2017 br br POSITION PURPOSE JOB SUMMARY (more...)
Company: La Madeleine
Location: Dallas
Posted on: 06/23/2018

Earn 800-1200 Weekly as a Health Rep... Need a Computer and a Phone
Description: Get the Comprehensive full training and an excellent career path with our health care rep positions now available.
Company: Jumpstart consult
Location: Plano
Posted on: 06/23/2018

Mazak Mill/Programmer
Description: Mazak Mill/Programmer Due to continued growth, Owens Machine and Tool in Lewisville is now accepting applications for this anticipated opening. We are looking for a top notch machinist for first shift, (more...)
Company: Owens Machine & Tool
Location: Carrollton
Posted on: 06/25/2018

IT Developer III
Description: Dallas, Texas - Added 2018-06-12 br IT Developer IIIPrepare to be empowered. At TSP, we want to take all the stuff you already have and make it even better. Why Because our customers can only stay (more...)
Company: TSP
Location: Dallas
Posted on: 06/23/2018

Sr Java developer
Description: This position is with our direct client. Interviews are immediate. Prefer candidates local to Dallas/Texas and someone with minimum of 12 years of experience are encouraged to apply. Must have excellent (more...)
Company: Intellisoft Technologies, Inc
Location: Dallas
Posted on: 06/23/2018

Python Developer
Description: br br TECHNOLOGY br br Python Developer br br Charlotte, NC / Piscataway, NJ / New York, NY, USA br br br Apply br br br br br Job Description
Company: Synechron
Location: Dallas
Posted on: 06/23/2018

SQL server Architect
Description: Thanks for your support.Giri MetaSense, Inc.NJ Minority Certified Company 403
Company: MetaSense, Inc.
Location: Dallas
Posted on: 06/23/2018

Log In or Create An Account

Username:
Password:
 

Forgot password?


Find us on Facebook

Find us on LinkedIn

Get the latest Texas jobs by following @recnetTX on Twitter!

Irving RSS job feeds