Senior Telephony Technician Engineer
Experian Information Solutions, Inc
Heredia, Heredia, Costa Rica
hace 7 días

Experian Consumer Services Careers That Define What’s the Next Big (Data) Thing for Consumers? What could be more exciting personally and professionally than being part of a disruptive business?

Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the disruptor and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation.

It’s a position Experian Consumer Services has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead.

These days, the next big thing is often the next Big Data thing. Experian Consumer Services offers an opportunity to lead the charge in turning consumer data into something people use and value every single day.

We live in a world where information is a means to improving lives and we challenge our team to do just that : improve lives with our products.

It’s a holistic, 360 approach that requires aggressive, fast, scalable development that encompasses the cloud, mobile, security, e-

commerce, automation, and lots and lots of data. We operate in a culture that focuses on the future, learns from the past and collaborates to deliver high-

value solutions that meet consumer needs right now. When you’re the leader, it’s always urgent, important and market-changing.

We think that defines the true disruptive business. Join us and create some chaos for the competition. The Senior Telephony Technical Engineer will provide day-

to-day development guidance and leadership of our Cisco Packaged Call Center Enterprise technical team, onshore and offshore.

You will collaborate with internal and contract teams to implement best in class call center solutions for a global multi-

site, multi-business line, high volume servicing contact center. You’ll oversee Application Configuration, Java Development, VXML Coding, Integration, ICM Scripting, Call Delivery Design, Voice Carrier Circuit Design, and have a hand in platform architecture.

The ideal candidate will be a true Solution Consultant , challenging the status quo, providing new and innovative ways to solve complex business problems.

Responsibilities

  • Architect complex technical IVR solutions.
  • Integrate PCCE / CVP platform with multiple cloud and premise based technologies.
  • Design and develop advanced CTI applications utilizing Cisco CVP, Cisco Finesse, Salesforce.com and other external systems.
  • Guide technical project team members to assure Cisco Call Center best practices are part of the solution.
  • Running workshops, working closely with the Business teams and able to talk about tradeoffs e.g. terms of configuration vs. code.
  • Map functional requirements to Cisco PCCE / ICM / CVP features and functionality.
  • Mentor junior team members in Cisco Call Center technology, Integration Technologies, and Call Center best practices.
  • Oversee vendor and internal team code reviews.
  • Be the application SME for the global deployment, educating the organization on Cisco Call Center capabilities now and planned.
  • Understand the Cisco PCCE product application roadmap, proactively planning for enhanced Business capability.
  • Education and Experience :

  • Minimum 5 years’ experience working in a Developer capacity on a large scale, 1000+ agent enterprise Cisco UCCE / PCCE / CVP Call Center solution, with version 9.
  • 0 or higher- Experience developing widgets and CTI integrations using Cisco Finesse Desktop Required- Prefer history of working in an e-

    commerce and fast paced environment- Experience with Agile methodologies - Bachelor’s degree in relevant field or related experience Qualifications Required : -

    Cisco Voice Certification or Cisco Collaboration Certification Required- Must have historical and proven knowledge of the Cisco Voice Portal solution including Java development, VXML, and Web Service Development.

  • Familiarity of Jabber Soft Phone for voice preferred- Familiarity of Cisco Agent Mobile including Chat and Co-browse capabilities preferred-
  • Familiarity with Cisco Precision Routing preferred- Familiarity with Bucher and Suter CTI adaptor for Salesforce.com preferred-

    Unique combination of being business-minded and highly analytical while also having a strong and deep technical background in Salesforce.

    com.- Experience leading and mentoring more junior technical resources.- Able and willing to work independently and in a fast-

  • paced environment with tight deadlines, with minimal supervision.- Excellent interpersonal skills, as well as excellent communication skills;
  • verbal and written to both technical and non-technical audiences.- Take initiative to recommend process improvements and demonstrate creative thinking.

  • Demonstrate self-motivation and the ability to grasp concepts quickly.- Demonstrate sharp, analytical, problem solving, and decision making skills.
  • Previous Cisco PCCE call center CTI integration with Salesforce a significant plus.- Previous CTI integration experience to AWS as well as mainframe based applications a plus.
  • Proven previous job stability, including maintaining long-term work relationships with former employers
  • Must be able to clear the company’s pre-employment screening
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