GreenSky Administrative Services LLC

  • IVR Engineer

    Job Location(s) US-GA-Atlanta | US-GA-Atlanta
    Posted Date 4 months ago(12/6/2018 6:28 PM)
    Job ID
    2018-3068
    # of Openings
    1
    Category
    Information Technology
  • Overview

    GreenSky has an immediate opening for an experienced telecommunications engineer to assist in the migration, design, and future support of new VoIP based cloud services. This position will serve as the subject matter expert and will be responsible for all aspects of IP-based telephone systems for the enterprise voice network. The primary responsibility will include focus on Vendor Management for IVR, CRM, Genesys platform, and Telco routing applications. This will also include an in-depth understanding of the IVR and the routing strategy for up to 600 inbound agents to ensure proper call routing and agent efficiency.

     

    Duties & Responsibilities

    • IT Vendor Management to include management of KPI's, development teams, and overall governance.
    • Assists with the Operational Support
    • Responsible for the Operational support of Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, , technology for subscriber-facing Chat, plus real-time and historical reporting systems.
    • Responsible for maintenance and upgrades to all call center technology and support tools (e.g. scripts), reports, etc.
    • Responsible for maintaining the Continuous Process and Operational Improvements into various systems, through actions such as working on support KPI's, SLA's and metrics reporting (such as creating methodologies, templates, and process improvements)
    • Manage program and project portfolio for assigned vendors and projects, including determining scope of work, prioritization and use repeatable methodology and processes
      • Working as an effective team member to complete project components and assignment tasks.
    • Provides strategic technical direction, roadmap design, installation, and configuration of all telephone systems/services
    • Responsible for design, staging, configuration, implementation, and support for VoIP installations as necessary
    • Provides day-to-day support, proactive maintenance, and performs independent complex IVR system troubleshooting
    • Practices telephony asset management, including maintenance of component inventory and related documentation and technical specifications information
    • Identifies capacity and performance issues to ensure Quality of Service
    • Identifies single points of failure and assists in disaster recovery design and planning effort.
    • Assist the Network Engineer team in planning, design, tasks, and projects as needed
    • Provide technical insight and assist teams in a broad range of phone services such as Collections, Sales (outbound dialer), and Call Center support of voice recordings, supervisor features, and reporting

     

    Required Skills/Qualifications

    • 7 years of experience designing, supporting, and or implementing enterprise-class VoIP and TDM-based voice networks
    • At least 2 years of management experience, either as a lead or other people management role
    • Hands-on experience with voice and data products including Cisco switches, Polycom phones, cloud/SIP based VoIP services, and video conferencing/UCS systems
    • Understanding of Voice/VoIP service provisioning methods, service delivery, SLA metrics, and procedures
    • Experience designing, configuring and or troubleshooting large enterprise MPLS converged (voice, video & data) networks
    • 5 years of demonstrated ability supporting complex voice, video and data converged networks
    • Experience with complex IVR?s that include interactive data capture and response via API.
    • Experience and or a solid understanding of QoS/CoS policies and priority queuing - WAN & LAN
    • Understanding of VOIP protocols and Codecs SIP, RTP, T.38 G.711 G.729.a, H.323
    • Understanding of enterprise architectures, routing, and transport protocols IPSLA & Netflow monitoring/management
    • Willing to work overtime and on-call as necessary to meet organizational needs and SLAs
    • Minimum of 5 years' experience Mission Critical Operations in a Distributed environment, managing a 24/7/365 technical operations group in a large, complex application environment supporting a high volume
    • Experience should include Supporting Call Center Operations in the following:
      • IVR Technologies
      • Call Routing
      • Genesys Agent Desktop
      • Agent Efficiency and Call Outcome Reporting
      • Software Development Life Cycle
    • BS/BA Degree and/or equivalent combination of education and experience
    • Local and out of state travel may be required, 20%

     

    GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

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