Sr. Telecomm Analyst/Call Recording (Verint) SpecialistPosted: November 16, 2009
Principal Responsibilities
o Assist in planning, design, and implementation of call recording systems.
o Partner with Client and Project Management teams to create project plans to implement new technology or improve current technology through up-to-date knowledge of technology and Client expectations.
o Work with end users, business units, and external Client Technical Teams to meet Telecommunication needs of all Users and include future policies, telecomm planning, and development.
o Support Call Center End Users globally and make recommendations to improve quality, services, reliability, and cost effectiveness of call recording systems.
o Obtain cost estimates for telecomm equipment for projects and obtain approvals for suggested equipment from upper management.
o Lead new telecomm projects, create proposals, and oversee in all aspects of project execution and implementation.
o Partner with Client Program Managers to ensure the efficient delivery of Client Telecomm needs.
o Develop processes and procedures for the ongoing operation, maintenance, and backup of telecommunication equipment and systems to ensure product and service availability across the company.
o Field any questions from Telecomm. Analysts and escalate concerns to appropriate management.
o Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.
o Knowledge, understanding, and compliance with NCO policies and procedures.
o Provide feedback to management concerning possible problems or areas of improvement.
o Make recommendations to implement improved processes.
Job Requirements/Qualifications
o Bachelors Degree in Telecommunications Engineering, Computer Science, Information Systems, or equivalent relevant work experience.
o 5-7 years of experience in advanced telecommunications technology development and/or application preferred.
o Experience engineering and programming Verint. (A plus would be NICE call recording systems.)
o Experience with Avaya Call Center Software.
o Hands-on engineering and design experience of call recording systems.
o Experience with Nortel PBX systems, Aspect, or Cisco ICM/Call Manager a plus.
o Ability to maintain highest level of confidentiality.
o Excellent interpersonal, written, and oral communication skills.
o Ability to work in team fostered environment.
o Ability to work in multi-tasked environment.
o Ability to prioritize and organize work.
o Ability to adapt to flexible schedule. Please refer to job code 4051 when responding to this ad.
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