Nice Call Recording Specialist / CTI Telephony Integrator Period: 04/16/ Job in Pennington 08534, New Jersey US

Client Interaction Management - Solutions Integrator

Summary of Position/Responsibilities:

Solutions Integrator is responsible for the strategic evolution, oversight and project/tiered-production support of the GWM Enterprise for contact center and branch office telephony.

In partnership with development teams for IVR, CPV, Smarts, CTI UI and other technology groups, the solutions integration team will work to provide creative, innovative and efficient technology solutions to enable greater GWM business results.

The GWM Enterprise for call center and branch office telephony is comprised of but not limited to the following technologies:

• ML Interactive Voice Response (IVR) and integration points to all back-ends (CTI, HUB, MME, RDR etc)
• Computer telephony integration, Genesys CTI Framework and related applications (Universal Routing Server, WFM, Infomart etc).
• Cisco CM specific to ATP in the GWM Retail branches.
• Avaya CM ACD/Telephony platforms
• Aspect (Rockwell) Spectrum and its adjuncts
• 3rd party integrated solutions such as MLIVR back-end data sources, CTI integration with call center desktops (CPV, Smarts, WMTP), Etalk NICE call recording, Siebel Sales Force.Com CRM, and other integration points in support of the Global Wealth Management contact centers and branch offices.

Responsibilities include:

• Ensuring that enterprise platform solutions are implemented as scalable, high performance, fault tolerant and highly available to ensure no impact to up time availability as platforms and SLAs dictate.
• Ensure platforms are maintained to current supportable versions and are in compliance with BAC, GWMT and industry standards.
• Ensuring platform solution adherence to GWMT Bank standards for architecture, engineering, compliance, network, security, testing etc.
• Ensure that platform configurations are suitably documented in team, shared and corporate repositories including AIT, E2E and share-point for team access. This includes application, server, firewall, network IP and touch-points for front/back end integrations with other systems.
• Managing and mitigating potential risk for scheduled, unscheduled impacts, maintenance.
• Tier-support role as part of overall Operations in the GWM contact center and ATP in conjunction with Operations, ETD, SWAT, Incident management etc.
• Support through the appropriate process/channels for Program Management, CTS, ETD, and other development and back-end providers as needed for project, tiered production support and mandated initiatives.
• Support and communication through the appropriate process/channels for Incident management.
• Support and communication through the appropriate process/channels for change management of production systems.
• Help define process improvement for all of the above.

Candidate Qualifications:

• Knowledge of telephony applications/platforms for PBX, ACD, IVR: Avaya ACM, Cisco CM, Tellme IVR, Advanced toll-free services.
• Solutions Integration experience in the Enterprise contact center with all of the above.
• Experience with the core Genesys CTI framework, CIM insights 7.x or higher in a multi-site environment.
• Knowledge of development concepts and tools such as .Net, Vxml, GIS, GAD, Plat SDK, ActiveX, Genesys T-Lib based app.
• Experience with the peripheral Genesys Suites, including WFM, CCA, Call Con, GVP, GIS, OCS and Info Mart.
• Understanding of computer networking concepts.
• Strong knowledge of software installation and distribution technologies and methodologies.
• Experience with deploying and integrating through formal productive delivery channels, release concepts.
• Familiarity with VoIP, including deployment best practices, limitations and integration with third party systems.
• Knowledge of SIP and its benefits in both a multi-site contact center, as well as a branch office environment.
• Expert knowledge of IVRs, .Net, VXML and CTI applications in an integrated IVR environment.
• Advanced knowledge of troubleshooting platform and/or network issues in conjunction with broader efforts and cooperation with other technology teams.
• Excellent verbal and written communication, interpersonal and customer service skills.
• Strong organizational skills
• Ability to work independently, taking initiative, displaying self motivation and dedication.
• Ability to work in a team environment with a consistent process oriented methodology

MOST IMPORTANT EXPERIENCE:
Genesis CTI
Call Recording experience
Call center background
Operations background