CONTACT CENTER ENGINEER - ASPECT (eWFM - Workforce Management)

CONTACT CENTER ENGINEER - ASPECT (eWFM - Workforce Management)| Information-technology | San Francisco, CA, USA

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Responsibilities

Overview

The Contact Center Engineer provides support for the Aspect Workforce Management product suite including the Core, Perform, Empower and Allocate modules, the Data Exchange System, as well as the custom integrations with OpsTel, the Peoplesoft HR and Payroll system, Kronos and KTime timekeeping systems, SMTP alert notifications and the ERDB/Merced application.  

Responsibilities

  • Ensure Verizon is meeting Service Level Agreements (SLAs) for Aspect-related availability metrics, incident response, service requests and change management
  • Provide second tier incident support for the Aspect eWFM suite, custom integrations and Data Exchange
  • Serve as primary point of contact to Aspect support in escalating incidents to Aspect for tier three support
  • Provide change management support for the Aspect eWFM suite, custom integrations and Data Exchange, including testing and validation of changes
  • Evaluate change consult requests for level of effort and required implementation tasks
  • Perform any required application maintenance activities
  • Perform Aspect-related MACD service requests
  • Work collaboratively with business users, client IT support, Verizon support teams and any needed Third Party Vendors (TPVs) to troubleshoot and resolve chronic problems and complex multi-vendor incidents
  • Evaluate Aspect patches and software upgrades for applicability and suitability for the CCS TI platform
  • Monitor interface jobs from Aspect to Advisors (IDP reports)
  • Respond to Aspect-related proactive application alerts
  • Provide consultative advice to business users to optimize the application configuration
  • Support Interface configuration and troubleshooting; Empower configuration for HR account balance import, import processes for Timekeeping data, HR Web Services for automated employee updates, Intradiem schedule automation


Qualifications

Required Skills & Experience

  • Technical experience with Contact Centers, IP Telephony, Data and Voice Network, and Applications Management, specifically Aspect eWFM
  • Minimum 5 years of successful experience in Contact Center technical operations including Change Management, Incident Management, Service Request Management/MACD, and Project Management
  • Experience working with business users and defining requirements
  • Good written and verbal Communication Skills
  • Able to identify problems, analyze and provide solutions
  • Excellent abilities in coordinating multiple requests across multiple organizations.
  • Ability to multi-task
  • High degree of structure and well organized
  • Attention to detail
  • Self-starter

 

Desired Skills & Experience

  • Experience with Healthcare industry
  • ITIL Intermediate or above


Equal Employment Opportunity


We are an equal opportunity employer m/f/d/v.




We are an equal opportunity employer m/f/d/v.





Job ID: 331737