CRM Jobs - IVR Configuration Analyst, 24760

Location Enfield, CT
Date Posted June 22, 2019
Category Default
Job Type Full-time


Client Position Title: Developer

Position Number: 317318

Location: Enfield, CT

Desired Skill Set:
Web Server, SYBASE, Database, CRM, API

Position Description:

**C2C is not available**
**Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**
IVR Configuration Analyst
Contract: 18+ months (FTE for ideal candidate)
Location: Springfield, MA 01111

As an IVR Configuration Analyst, you will evaluate business and technical requirements and translate into designs for our Call Center. You will join an experienced Agile work cell dedicated to migrating a business area over to an enterprise call center solution.

Role Characteristics
� Seasoned individual capable of handling broad scope projects that have short to medium-term focus
� Works with guidance on more complex projects
� Capable of applying knowledge to handle all but the most complex problems independently
� Makes value added improvements to existing programs and procedures
� Anticipates change and directs or redirects efforts
� Makes practical suggestions for improving work processes in discipline
� Works for consensus and contributes to achievement of work group goals
� Individual typically has at least 5 years of related experience

Basic Job Qualifications:
� 5+ years of configuration and integrations with hosted vendor Call Center as a Solution (CCaaS) products
� Knowledge of designing and development of IVR call flows using inContact Studio
� Experience integrating Fraud detection applications
� Experience with CCaaS Integration with different CRM applications and other data sources
� Familiarity with API methods and implementation of web services in a distributed environment (datapower, REST and/or SOAP based requests, microservices, etc)
� 3+ years of working knowledge of databases, preferably experience with one of these (Informix, Oracle, Sybase, DB2)
� Experience with working collaboratively with onshore and offshore teams
� Ability to articulate technical concepts to both business and technical audiences with ease
� Experience working in an Agile environment

Preferred Job Qualifications:
� Bachelor's Degree
� Experience with NICE/inContact software applications
� Experience with PBX, WFM, Call and Screen recording solutions, and automated Survey solutions.
� Key contributor to design and coding patterns, leveraging experience and industry standards and best practices
� Lead and collaborate on design sessions with an eye towards designing reusable components
� Mentor others regarding best practices and leading industry principles

Required Skills:
� Application integration
� Articulate
� Databases
� Call center design

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)