Call Center Technologies Business Consultant (long term engagement)
 
Location:  Dallas, TX
 
Position Description: 
 
Career opportunity for a seasoned Business Consultant in Call Center Technologies and Information Systems Business Analysis with an emphasis on Genesys, IVR, reporting systems and Siebel products.
 
Position description and duties include:
 

• Understanding of business processes and systems within the call center technologies production support area:
  
  
  • Genesys call routing
  • Genesys Outbound Contact Solution
  • Genesys Voice Portal
  • Genesys CCPulse
  • Genesys Configuration Manager
  • Contact Center Reporting
  • CTI middleware integration with Business Applications, such as CRM, ERP (Enterprise Resource Planning), Workforce Management, Message Boards, Outbound Dialing and Voice/Data Monitoring and Recording apps
    
  • VoIP
  • Products that interface with the Genesys and ProCenter product suites
  • Knowledge of Siemens HiPath 4000
  • Witness
  • Blue Pumpkin

• Identifies, implements, and manages policies, procedures, and processes that contribute to the business objectives

• Works with business users to define business process design, business/system requirements, and translates those requirements into functional design and future state process documentation or RFI/RFP documents.

• Assists in business case development for new projects.

• Develops expertise in the relevant business area and ensures that the system applications support the current and planned future needs of the business

• Monitor help desk ticket flow and provide assistance to support vendor in resolving tickets. Coordinate end user testing for ticket resolution when required.

• Ensures IS project is executed with quality, efficiency, and maximum probability of success by adhering to Project Management Office (PMO) project governance procedures.

Preferred Experience: 

• Well rounded experience in multiple contact center technology domains including Call Routing, Self Service solutions, Work Force Management, Quality Monitoring, and Customer Management applications

• Direct application support experience is required in the areas of voice applications design, inbound call centers, outbound routing, reporting, IVR, CTI, ACD, Quality Monitoring, and call management systems

• Must have working knowledge and expertise with Genesys Outbound Contact Manager, CC Pulse & CC Analyzer.

• Previous experience with Genesys Voice Platform and working knowledge of IVR technology.
  
• Genesys Outbound Dialing Systems experience is required in creating new campaigns, configuring treatments, dialing filters and profiling agents.

• Knowledge of Siebel CRM.

• Minimum of 5 years previous call center support experience.

• Strong logic, analytical and organizational skills.

• Ability to work with minimal supervision.

• Ability to work with strict deadlines.

Special Requirements (software packages, soft skills, travel required, etc.):  

• Genesys, Siebel CRM, Witness, Blue Pumpkin, Siemens PBX

• Excellent oral and written communication skills

Please refer to Position ID:  AXG-1236