Senior Telephony Analyst – Mortgage Banking
Status:Full Time, Employee
Job Ref Code:120019854
Job Location:Columbus, Oh 43240
Senior Telephony Analyst will be accountable for all Call Routing Operations including ATT/ Verizon (TFNM) Toll Free Network Level Routing plan design/call allocation changes, IVR/VRU implementations, Genesys configuration/strategy design involvement, Dialer configurations, Avaya ACD level call flow infrastructure design maintenance, Agent level configurations, and Screen Pop/Soft Phone tools.
Analyst will be responsible for all real time support along with current/future project planning requirements. This requires the analyst to provide insightful day to day support while managing and reviewing business requirements from Operations for all telephony related needs.
Periodic overtime, including nights and weekends may be required in support of systems maintenance, testing, and migration activities.
Qualifications - Call center telephony operations experience required
- Knowledge of Avaya PBX/ACD Operations
- Involvement with Genesys Intelligent routing systems strongly desired
- Required knowledge of Avaya CMS versions 9.0 through 16.0
- Experience with IEX-Total View or other WFM applications
- Experience with Screen Pop Soft Phone Tools
- Strong troubleshooting skills analytical technical for both local systems and from a WAN perspective
- Understanding of data voice networking
- VOIP Networking experience highly valued but not required
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.