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Minimum of 10 years’ experience supporting contact center technologies

· 5 years’ experience with Aspect dialers (Aspect Unified IP)

· 5 years’ experience with Aspect Call Recording (AQM)

· Familiarity with Aspect Unified IP experience a strong plus

· Strong experience with VOIP, SIP, RTP

· Experience with advance dialing administration platforms such as Aspect Advance List Management or Noble Campaign Management (CallTech & OnQ)

· Experience with Workforce Management integration with both dialers and inbound Contact Center technologies

· Familiarity with the outbound collections contact center with knowledge federal regulations of banking centers

· Experience in managing carriers (AT&T, Verizon) and in-depth knowledge of toll free services and network features and capabilities

· Solid knowledge of pre-call routing platforms and functionality

· High level of knowledge of Contact Center industry tools, services and products

· Excellent Visio skills for documentation of current and future technology deployments

· Database knowledge with ability to query database for required data for research and issue management

· Knowledge of Call Recording technologies

· Aspect Hardware experience

· Ability to work well with a team

· Strong oral and written skills and the ability to communicate issues and concepts at multiple levels of technical expertise

· Must be able to provide 24-hour pager support on a rotating basis





Responsibilities:

· Dialer Platform Development (55%): Build and grow outbound dialer solution, provide capacity planning and capacity growth strategies; develop new and existing outbound voice applications with documented version control. Involvement in all phases a development cycle (requirements, A&D, build, test, etc.). A risk and control focus on the platform is a critical success factor.

· Dialer Level 4 Production Support (15%): Respond to escalated trouble reports; assume ownership of issues through resolution; Document problems, resolutions and future preventative measures; Conduct Root Cause Analysis; Work with other technical teams on problem resolution; Communicate with Business Partners on issue status, action plan, resolution timeframe; Provide escalation support on a rotating basis.

· Interface Development (30%): Support/maintain existing Interfaces between dialer and other databases and applications; Support design/development of new interfaces between Dialer and other databases and applications; incorporate Corporate Architectural Standards into application design specification; document the detailed application specifications; participate in design reviews and ensure that all solutions are aligned to pre-defined architectural specifications; identify/troubleshoot application code-related issues; review and provide feedback to the final user documentation.