Beschreibung
We need for a client project an experienced Telephony Systems Specialist:Your detailed know how about contact centre processes helps you to develop work force planning value prepositions for global customers within group. You will run your system like a factory to efficiently deliver the service with a high degree of automation. While operations run smooth and stable you will have time to add new features for existing clients and new clients to your infrastructure. You’ll be supported by an extremely skilled and professional service delivery organization and will support a product and a project manager in large projects to deliver your service. Under your governance your tool will expand to a multi client multi channel global service. You are part of a telephony expert group you will be closely interacting with to merge data into your platform.
You will be responsible for managing an experienced operations provider and a market leader for work force management applications. The analysis and technical execution of change request posted through your customers, as well as the monitoring of external changes is part of your day to day business. You always keep quality and performance of your service in close observation while you managed an efficient 1st and 2nd level and provide last level support yourself.
Technical Degree in Telecommunications Technology or similar acquired knowledge
3 years of experience in IP Telephony / call center technology
Experience with Erlang B/C Calculations
Excellent know how about Contact Center Service Levels and constraints
Good experience in CISCO Call Center Enterprise Technolgy, Know how on Alcatel / Avaya is
plus
Excellent know how in the area of PSTN and IP Telephony
Basic project management experience
ITIL certification and good working knowledge in regards to ITIL V3.0
Excellent command of English Language
Additional Skills:
- Product ownership including roadmap and risk management responsibilities
- Operates service at specified quality and availability levels
- Reengineering and tuning of service as required, system test and surveillance
- Adjustment of service to new technical or operative requirements
- Installation, integration and configuration of off-the-shelf software components
- Problem- and change management
- Know-how Transfer between internal and external parties, alignment with other product owners
- Consulting to customers and support of users, product marketing and stakeholder management
- Documentation of service and service performance