Works with the operational areas to evaluate processes to establish and execute controls and to assist the operational areas in validating the maintenance of procedural and regulatory compliance. Tests and maintains procedural and regulatory compliance as the first line of defense. Routing, universal queuing, intelligent callback, click to call/click to chat, self-service/IVR applications, cradle to grave reporting, and real-timeĭashboardsDesirable experience engineering and implementing all or some of the following Quality Monitoring modules: voiceĪnalytics, VoIP recording, screen-capture, Scheduling/Workforce ManagementIn-depth knowledge of call flow creation logic and migrations from legacy contact center solutionsProven experience in capturing, documenting, and supporting end user requests, as well as working as a key element bridging the needs of the business with the IT capabilitiesExperience with UNIX/Linux, programming language, and/or is required.Position Summary: The Director of Operational Controls is responsible for the independent oversight, testing, and execution of the functions and control processes within the assigned CardWorks Servicing operational area(s). Other duty as assigned.Qualifications: Basic Qualifications:Minimum 5 years of experience related to Contact Center engineeringDesirable experience engineering and implementing all or some of the following Contact Center modules: skills based To company’s procedures, policy and security standardsPerform Candidate should be able to deep dive intoĪny related area for speedy resolution and develop systematic solutions/processes for future enhancementsĮssential Functions:Examines new telecom technologies and offers suggestions regarding telecom technologiesPerforms system-level design and configuration of productsProduces drawings and design documents such as routing plans, connectivity, system configuration, network maps, and disaster recoveryWork in tandem with project manager and stakeholders to align overall business requirements for next generation Contact Center Platform for Trend MicroWork in with telecom architect to align overall IT requirementsWork closely with network operations teams to deploy Contact Center PlatformInstallation, acceptance, training, documentation, monitoring, validation, turn-up, feature verification, migration, tier 3 support readiness, tools and methods for Contact Center PlatformProvide detailed progress and updates on all relevant activitiesEnsure compliance of all infrastructure and vendor Contact Center solution standardsUse existing network analysis and trunk utilization data to optimize Contact Center network for capacity engineeringBe cognizant of network for capacity, bandwidth, traffic peaks, performance, and availability of Contact Center infrastructure to recommend improvements in technologies and practices to improve efficiency and metricsAdhere
Technologies, including VoIP networking, and engineering, multichannel routing, business visibility, quality monitoring, scheduling tools. The Contact Center Engineer will collaborate with vendors and internal customers, including the business leaders responsible for contact center related activities to deliver advanced telecom contact center solutions which meet the needs of our customers and employees. The individual must bring a passion for all aspects of Contact Center CardWorks Servicing is seeking a Telecom Contact Center Engineer with hands on experience and skills to design, deploy, operate, and maintain a multi-tenet Contact Center that is transitioning to a cloud environment.
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