Got the following on the 16th. Been busy so couldn’t put it up earlier.
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Dell is looking for 4 ICM Telecom Analysts. See the below job description.
Duration: 6 month contract
Location: Round Rock
POSITION DESCRIPTION :
- Primary responsibilities include programming call routing scripts
in the Cisco ICM middleware layer and coordinating cloud routing in
the voice network cloud with carriers to meet business requirements
for inbound/outbound voice based customer contacts. - Programming assignments extend to off board CTI based
applications using data driven routing schemes to complete call
delivery. - Programming support call hand off from Avaya ACD or Edify IVR for
speech recognition based applications is also anticipated. - Proprietary vendor admin interfaces such as AT&Ts Route It are
used on a regular basis as well. - Functional tasks include ACD menu design, intelligent routing
using ANI digits, Express Service Code, Order number, or Account
number, and off premise transport to other virtual call center
locations, call allocation and load balancing.
Experience required:
- Prior experience with Avaya G3 or S8700 platforms (preferably
version 9 or above), - Conversant IVR and/or middleware scripting such as Ciscos ICM or
Genesys is highly desirable. - Familiarity/experience in/knowledge of the PSTN .Public Switched
Telephone Network. and have a solid understanding of how calls are
processed.
Work Hours:
This role requires occasional after hours or weekend schedules to
support Operations or Engineering sponsored HW or SW upgrades or
problem management responses. It is also required to carry a pager
and participation in an oncall rotation plan.
More Details on Job Description:
Position requires good interpersonal and communications skills and
ability to effectively manage relationships with business partners,
vendors, and other I/T based support groups.
Besides development work, the job requires significant support
efforts to insure that calls are routing properly and customer
experience expectations are met. Position also requires support at
the global level and has direct responsibilities for supporting call
centers in India, Panama, and Canada in addition to all sites in the
Americas including outsource sites. Project level support is also
included for new sites whether Dell badged or outsource.
Job requires administration of trouble tickets and work orders in
Remedy and documentation of call flows, business continuation plans,
800 number DNIS database entries and other requirements appropriate
to the maintenance of recordkeeping.
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Zafar Sadiq
Staffing Coordinator
Horizon Staffing Services
Together We Achieve the Extraordinary
http://www.horizonstaff.com
· Administrative · Office Support · Health Care · Technical
Phone: (512) 250-2959 * Fax: (512) 250-2991
- E-Mail: [email protected]
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