JOB DESCRIPTION

Title: Senior Contact Center Solutions Analyst

Division: Information Technology

Department: Information Systems Operations

JOB SUMMARY (Describe purpose of position):

Analyze complex technical issues and identifies projects and technologies which will produce significant operational results and add value to the corporation. Conduct business requirements reviews and independently formulate logical statements of business requirements. Formulate and define technical scope to align with business objectives based on both user needs and technology strategy. Develop technical system specifications, resources and processes for a complex sub-systems or major systems modification.

ESSENTIAL JOB FUNCTIONS (Describe nature and scope of position, maximum of 8):

Configure, and thoughtfully deploy contact center solutions such as call flows, features, scripts, routing designs, campaign designs and IVA changes. Work with vendor to validate the design.

Conduct business requirements sessions to translate business requirements into technical solutions. Gather technical requirements, ask probing questions, document findings and incorporate feedback.
Create and/or assist in the creation of technical documentation that describe how systems should be created/modified to meet business requests. Review and approve the designs of vendors who create these types of documents.
Provide innovation to business areas and contribute to improve their operational processes by advising how to adopt call center technologies.
Provide tier 2 support of incident management. This includes any incident trending over time. Participant in any high critical incidents.
Partner with business experts to learn and understand problems with call center technologies. Develop detailed selection evaluation criteria based on identified IT product requirements.
Lead projects and initiatives.
Perform other duties as assigned.
 

QUALIFICATIONS:
Minimum Education and Experience:
Minimum 3+ years of experience related to Contact Center engineering
Three to five years experience working on call center technologies such as Five9, Cisco, Avaya

Preferred Education, Additional Qualifications and Experience:
Salesforce experience
Working knowledge of workforce management, contact center reporting

Required Knowledge, Skills, and/or Abilities:
Knowledge of the business of contact centers
Knowledge of VOIP servers (VOIP cloud a plus), SIP, trunk group configuration and signaling protocols.
Knowledge of implementation and conversion activities
Experience creating technical documents for a wide variety of audiences
Strategic and critical thinking skills
Strong organizing skills, with the ability to prioritize and respond to shifting deadlines
Strong analytical skills
Strong business acumen and political savvy
Strong problem-solving skills
Ability to work effectively with a wide variety of people in individual and group settings
Strong time management skills

WORK ENVIRONMENT (select all applicable):

Environmental Conditions: Noise Level
0 Work near moving mechanical parts. 0 Quiet
0 Work in high, precarious places. 1 Moderate
0 Outdoor weather conditions. 0 Loud
1 Typical office conditions.

Other Work Environments: N/A

PHYSICAL DEMANDS (select all applicable):

Physical Activity : Physical Exertion:
1 Sit, stand, walk, talk, and hear. 1 Lift up to 10 pounds.
0 Reaching with hands and arms. 0 Lift up to 25 pounds.
0 Climbing or balancing. 0 Lift up to 50 pounds.
0 Stoop, kneel, crouch or crawl. 0 Lift more than 50 pounds.

Vision Requirements:

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.