Job Location: Cookeville, TN
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Regular or Temporary:
Regular
Language Fluency: English (Required)
Work Shift:
1st shift (United States of America)
Please review the following job description:
Analyze and evaluate internal systems, procedures or processes of business unit. Strong knowledge of Line of Business, its strategies, operating procedures and technology landscape in order to be able to analyze, evaluate, and minimize risk during technical implementations and during incident response. LOB lead and advocate on behalf of the Contact Center as it pertains to efforts involving a wide range of desktop, telephony and network technology. Identify and document risk, best practices, make recommendations across multiple groups and leaders and prepare summaries for leaders to assist with strategic and operational business decisions.
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. LOB lead and support for project-oriented technology efforts, identifying and coordinating business plan and tasks, coordinating validation where necessary, managing and reporting on activities and status through completion.
2. Liaison and advocate on behalf of the Contact Center as it relates to technology issues, recommended best practices, making recommendations and driving resolution of chronic issues/processes.
3. Incident response and escalation management – Engage in, escalate and manage partner accountability for single user and production-impacting technology incidents. Drive resolution.
4. Document, analyze and report on significant incidents, workflow activities, other requests as needed
5. Develop and maintain a professional relationship with technology partners, end users, and leaders across the Contact Center and Enterprise.
6. Serve as escalation contact for members of the Team, Contact Center leaders, and technology partners
7. Maintain catalog of applications and other team documentation used across the Contact Center, including primary applications by group and support resources.
8. Participate in on call rotation in order to maintain support for the Contact Center.
9. Compile analysis and recommendations for managers to assist with strategic and operational business decisions. Serves as a technical resource to the Contact Center.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor’s Degree or equivalent education, training and work-related experience.
2. 5 years’ experience in a Contact Center role or equivalent work experience
3. Proficient knowledge of line of business, desktop, virtual desktop, telephony, remote access, and network technical terminology.
4. Strong organizational and project management skills to identify business related tasks and solutions for internal and Enterprise technology efforts.
5. Ability to work and think independently.
6. General knowledge of contact center technology tools such as Access Management, Genesys, Nice call recording, VPN, and softphone
7. Proficient in basic computer applications such as Microsoft Office software products and general technology troubleshooting skills
8. Strong verbal, written communication skills and interpersonal skills to build relationships across the Enterprise.
Preferred Qualifications:
1. Background in technical field
2. Background in project management
3. Demonstrated leadership experience
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