AT&T Consultant Professional Services 3
Location: Minneapolis, MN
Contact Center – ICM/CVP/Call Manager
As the largest communications company in the world, more than 120 million customers count on us every day to deliver the wireless, Internet, data and advertising services that fuel their businesses and connect them to their world. You will find yourself connecting communications and technology with opportunities that will take you to places you never imagined.
JOB DESCRIPTION
We are looking for a strong Engineer/Architect with 5+ plus years of experience as a operational/contact center architect for researching, designing, engineering, implementing, and supporting contact center & operations technology systems (software & hardware).
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Employee will be responsible for the maintenance and operation of a contact center(s) for a large enterprise client. The candidate must have experience in supporting contact center & network infrastructure architecture design.
- In-depth knowledge of contact infrastructures, design, capacity planning
- Contact Center Design, implementation, testing of LAN, WAN and experience of Contact Center Network Infrastructure
- Hands on experience on ICM/CVP design and scripting
- Network certifications (Cisco) preferred
- Contact Center Analysis and Development
- Technology Architecture and Integration
Duties will include, but not limited to:
- Perform technical analysis of the current "as-built" client contact center/infrastructure for the purpose of designing and implementing any new IT network/infrastructure solution required.
- Gather and define business, functional and technical requirements definition.
- Create conceptual and architecture/designs (network and contact center), specifications, IT infrastructure implementation plans, for custom and commercial off-the-shelf (COTS) products.
- Install, configure, integrate and test (all levels) contact center infrastructure components/systems (custom and COTS) and ICM/CVP.
- Provide IT infrastructure/systems support and transition knowledge to operations and maintenance support staff.
This resource should be up to speed on current state best practices and have excellent written and communication skills. This individual will assist in areas of contact center operations/network design and creation of standards. The resource would be responsible for providing technical expertise on decisions and priorities regarding the enterprise's contact center systems. Experience driving projects (not necessarily as a PM but as the main driver) is preferred.
- Bachelor's Degree in Computer Science, Information Systems, or equivalent work experience.
- 5+ years operational/systems architect experience, 3+ years of contact center architect experience
- Ability to perform complex and varied level work where analysis of situations or data requires an in-depth evaluation of various factors
- Reliable business knowledge, preferably in the retail industry
- Advanced interpersonal, business communication, and writing skills
- Able to demonstrate effective use of applications and technologies
- Customer focused with high quality standards
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
Requisition ID: 1229382
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