Sr. Call Center Engineer in Portland, OR at Volt

Date Posted: 4/16/2018

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    Portland, OR
  • Job Type:
    Call Centers
  • Duration:
    N/A
  • Date Posted:
    4/16/2018
  • Job ID:
    103207
  • Contact Name
    Volt Branch
  • Phone
    503-820-5220

Job Description

VOLT Workforce Solutions is currently working with a Portland, OR client in their search for a Sr. Contact Center Engineer. Our Sr. Contact Center Engineer role is an exciting opportunity for someone with broad and deep experience to join our client's team and help drive contact center and related digital technologies forward.

Responsibilities

  • Partner closely with team members and business leaders to identify and prioritize contact center business imperatives; define executable roadmaps; and, recommend sound technology solutions.
  • Contribute contact center architectural/engineering leadership and insight, aligned with business/technology strategies and drivers.
  • Actively participate in the evaluation, hands-on delivery and support of contact center capabilities, considering business and technology drivers, and with a bias for creativity, sufficiency, lower TCO, quality, and high-velocity delivery.
  • Leverage extensive background with call center technology environments and operations ideally with platforms like Avaya, Nuance and NICE to help drive contact center efficiency and effectiveness.
  • Promote collaboration, transparency and effective cross-functional partnerships within the team, across IT and with business partners.
  • Support vendor evaluation, selection, partnerships and leverage.
  • Stay current with leading-edge contact center and related digital technologies and trends.


Qualifications

  • A Bachelor's degree in Engineering, Computer Science, Math, Information Systems or similar technical field of study OR equivalent work experience.
  • Demonstrated experience with call center and telephony concepts, including call routing, multimedia routing, VDNs, vectoring, CTI, CRM and Agent Desktop, workforce management, multi-channel outbound campaigns, and others.
  • Advanced experience with / technical knowledge of Avaya Contact Center, NICE and Nuance platforms.
  • An understanding of CCXML, VoiceXML, Java and web services.
  • Database skills, including experience with query languages like T-SQL or PL/SQL.
  • Working knowledge of hardware and infrastructure components (servers, network, storage, security) and how they support call center software applications.
  • An ability to prioritize and manage multiple work efforts, driving project success and delivering to customer expectations.
  • Experience effectively managing vendor relationships.
  • A strategic and practical mindset, able to drive conceptual conversations and planning with business and IT, and then to actively participate in delivery.
  • Critical thinking and problem-solving skills, possessing both technical and interpersonal skills necessary to solve complex, cross-functional business issues with the right technology.
  • Excellent verbal and written communication skills, able to switch between technical and business contexts, and to effectively communicate at all organizational levels.
  • An ability to develop strong relationships with internal customers while effectively influencing business outcomes.
  • A team perspective, able to build key relationships across IT and business to enable effective, efficient delivery for customers, with a demonstrated ability to take personal ownership of systems and or platforms while working within a team.
  • A demonstrated ability to lead goal-setting and continuous improvement.
  • Quality-orientation, considering and instilling quality in every aspect of the job function.
  • Strong business and financial acumen; insurance/financial services industry background a plus.

Volt is a publicly owned Corporation with shares trading on the over-the-counter market: http://www.otcmarkets.com under the trading symbol "VISI". To learn more about Volt, please visit: http://www.volt.com and to see more of our job postings, please visit: http://jobs.volt.com

Volt is an Equal Opportunity Employer.