- Jan 16, 2005
- 2,635
- 106
- 106
Hey folks, the partners just got this......either PM mail or better yet, email me your resume and I'll get it to them for consideration. My email addy is dbaginski@clarityresourcegroup.com.
We have several CTI positions with our direct client in Austin, TX. We have been secured to build a very large team of CTI professionals to include Architect(s); Developer(s), Support, and QA Test. For immediate consideration, please reply with your resume in word format along with salary and or recent contract rate. The openings are for either contract, contract to hire or direct hire. Upon receipt of the resume, I will connect with you regarding next steps etc.
Please note some of the openings below:
Contact Center Development Manager
Primary responsibilities include managing Computer Telephony Integration (CTI) development team. The team is comprised of developers with diverse skills required to deliver architecture and I/T project delivery to meet the business requirements of Dell Contact Centers. The candidate will manage architect and programmer resources developing Computer Telephony Integration (CTI) integration, advanced call routing, CTI/CRM and telephony databases, Cisco ICM middleware integration, Edify IVR, and speech recognition applications. Candidate will be involved in development of strategic roadmaps and must have developed presentation skills and established knowledge of business practices. Candidate should have an extensive background in managing technology platforms in a very large contact center environment, knowledge of CRM strategies (and how CTI relates to CRM) and the use of advanced technologies required to transform the call centers into future state contact centers. The candidate with an ideal background would have knowledge of PSTN, Cisco's ICM middleware product, Avaya switch products, Edify IVR, and Speech Recognition technologies. He or she should have extensive exposure to CTI related applications, integration, and peripheral systems used in the call centers in addition to knowledge of CRM strategies and how CTI relates to CRM. Specifically, the candidate should be conversant in use of advanced technologies needed to transform the call centers into of the past to the ?contact centers of the future.? Such technologies include: Centralized queuing, skills based routing, Voice over IP, chat, natural language speech recognition, etc. Minimum requirements include a MIS or CS degree, 5 years previous management experience in a contact center role..
Call Center Architect
Primary responsibilities include translating business strategy and requirements of Contact Centers into the technical architecture, guiding and directing less senior resources tasked with delivering the architecture, and working closely with business partners in the development of future state contact centers. The candidate will architect and help lead programming resources developing Computer Telephony Integration (CTI) integration, advanced call routing, CTI/CRM and telephony databases, Cisco ICM middleware integration, Edify IVR, and speech recognition applications. Candidate will be primarily involved in development of strategic roadmaps, translation into technical architecture, and leading development projects. The candidate must have developed presentation skills and established knowledge of business practices. Candidate should have an extensive background in technology platforms in a very large contact center environment, knowledge of CRM strategies (and how CTI relates to CRM) and the use of advanced technologies required to transform the call centers into future state contact centers. The candidate with an ideal background would have knowledge of CTI, computer languages (C# and Delphi), relational datbases, PSTN, Cisco's ICM middleware product, Avaya switch products, Edify IVR, and Speech Recognition technologies. He or she should have extensive experience with CTI related applications, integration, and peripheral systems used in the call centers in addition to knowledge of CRM strategies and how CTI relates to CRM. Specifically, the candidate should be highly skilled in use of advanced technologies needed to transform the call centers into of the past to the ?contact centers of the future.? Such technologies include: Centralized queuing, skills based routing, Voice over IP, chat, natural language speech recognition, etc. Minimum requirements include a MIS or CS degree, 5-10 years previous developing call center applications.
Speech Recognition
This position will be responsible IVR development using Edify IVR platforms including Speech, DTMF, including, but not limited to integration with other middleware and CTI applications. The candidate with be responsible for assessing, planning, testing and implementing new IVR applications pertinent to the IVR systems, integration to CTI and Agent Desktop applications. Projects include delivery of speech recognition applications to cost effectively allow customers to provide self-service with the IVR, analyzing current and future telecommunications systems needs and make recommendations for changes and/or improvements, maintaining documentation for IVR and related systems, specifically the IVR systems, providing IVR and telecommunications consulting services to other divisions/departments, create a cohesive set of products and services to our business partners. The ideal candidate with have telecommunications knowledge and experience, IVR and speech recognition development knowledge and experience (Edify and Scansoft preferred), the ability to create detailed specifications document and call flows, prioritize and work independently, Excellent verbal, written and analytical skills, proficiency with latest versions of SQL and/or Oracle database, and application programming competencies in C++, VB, .net, etc. Ideal candidates generally have a 5-10 years professional experience or bachelor?s Degree and 2-4 years experience
Infrastructure programming ICM/Avaya
Primary responsibilities include programming call routing scripts in the Cisco ICM middleware layer and coordinating cloud routing in the voice network cloud with carriers (AT&T & MCI) to meet business requirements for inbound/outbound voice based customer contacts. Programming assignments extend to off board CTI based applications using data driven routing schemes to complete call delivery. Programming support call hand off from Avaya ACD or Edify IVR for speech recognition based applications is also anticipated. Assignments span supporting all lines of business such as Sales, Customer Care, and Tech Support and include all products. Besides development work, the job requires significant support efforts to insure that calls are routing properly and customer experience expectations are met. Position also requires support at the global level and has direct responsibilities for supporting call centers in India, Panama, and Canada in addition to all sites in the Americas including outsource sites. Project level support is also included for new sites whether Dell badged or outsource. Functional and technical skills required include at least 3 years experience in application or database programming. Must be proficient with latest versions of SQL and/or Oracle database, and application programming competencies in C++, VB, .net, etc are required. Prior experience with Avaya G3 or S8700 platforms (preferably version 9 or above), Conversant IVR and/or middleware scripting such as Cisco's ICM or Genesys is highly desirable. Familiarity/experience in/knowledge of the PSTN (Public Switched Telephone Network) and have a solid understanding of how calls are processed is also a plus.
CTI Client programming/web services
Supports computer telephony integration deployment into call centers. Individual must deliver assignments on time and at a high level of quality. The individual must have experience deploying and troubleshooting applications which can be applied towards deployment of applications that interact with Dell's user and telecom infrastructure. The employee is also expected to have strong interpersonal and communication skills and assist documenting requirements. Skill requirements include a high degree of proficiency in analysis of complex problems, application development in Web technologies, and either C# or Delphi. Primary responsibilities include deployment, support, and administration of applications/technology integration into production. Additional helpful experience includes Telecommunications programming, network protocols and programming, Edify, n-tier applications, component development, COM, Edify, Geotel, Visual Basic, Java, and HTML. Possesses and applies a comprehensive knowledge of application programming and analysis as applied to computer telephony integration. Applies knowledge to analyze and develop solutions to highly complex problems. Competent to work in all phases of applications programming. Possesses and applies an advanced understanding of the principles of applications programming. Demonstrated ability to lead projects or offer programming solutions at an advanced level. Ideal candidates generally have a bachelor's degree and 5-10 years professional experience or Master's Degree and 2-4 years experience.
CTI Data Programming
Designs and develops advanced computer telephony integration services and reporting utilized by applications in call centers. Individual must deliver assignments on time and at a high level of quality. The individual must have experience developing and deploying complex and high speed transactional services using SQL (Oracle). Advanced application troubleshooting skills are also required. The employee is also expected to have strong interpersonal and communication skills and assist documenting requirements. Skill requirements include a high degree of proficiency in analysis of complex problems, the ability to develop a comprehensive understanding of existing and emerging Call Center technologies and information requirements, application development in Web technologies, Primary responsibilities include deployment, support, and administration of transaction and data services required by CTI and telephony applications/technology. Additional helpful experience includes Telecommunications (Edify ACDs, Cisco ICM, Edify IVR) and network protocols, .Net programming and experience with Dell transactional applications used at Dell Call Centers. Possesses and applies a comprehensive knowledge of application programming , database design, ETL processing, as applied to computer telephony integration. Applies knowledge to analyze and develop solutions to highly complex problems. Competent to work in all phases of applications development. Possesses and applies an advanced understanding of the principles of applications programming. Demonstrated ability to lead projects or offer programming solutions at an advanced level. Ideal candidates generally have a bachelor's degree and 5-10 years professional experience or Master's Degree and 2-4 years experience.
STG (2)
Transition of testing individual skills sets for the above.
CTI Support (3) ? two skill sets (CTI and Cisco ICM/Avaya)
See individual skills above.
We have several CTI positions with our direct client in Austin, TX. We have been secured to build a very large team of CTI professionals to include Architect(s); Developer(s), Support, and QA Test. For immediate consideration, please reply with your resume in word format along with salary and or recent contract rate. The openings are for either contract, contract to hire or direct hire. Upon receipt of the resume, I will connect with you regarding next steps etc.
Please note some of the openings below:
Contact Center Development Manager
Primary responsibilities include managing Computer Telephony Integration (CTI) development team. The team is comprised of developers with diverse skills required to deliver architecture and I/T project delivery to meet the business requirements of Dell Contact Centers. The candidate will manage architect and programmer resources developing Computer Telephony Integration (CTI) integration, advanced call routing, CTI/CRM and telephony databases, Cisco ICM middleware integration, Edify IVR, and speech recognition applications. Candidate will be involved in development of strategic roadmaps and must have developed presentation skills and established knowledge of business practices. Candidate should have an extensive background in managing technology platforms in a very large contact center environment, knowledge of CRM strategies (and how CTI relates to CRM) and the use of advanced technologies required to transform the call centers into future state contact centers. The candidate with an ideal background would have knowledge of PSTN, Cisco's ICM middleware product, Avaya switch products, Edify IVR, and Speech Recognition technologies. He or she should have extensive exposure to CTI related applications, integration, and peripheral systems used in the call centers in addition to knowledge of CRM strategies and how CTI relates to CRM. Specifically, the candidate should be conversant in use of advanced technologies needed to transform the call centers into of the past to the ?contact centers of the future.? Such technologies include: Centralized queuing, skills based routing, Voice over IP, chat, natural language speech recognition, etc. Minimum requirements include a MIS or CS degree, 5 years previous management experience in a contact center role..
Call Center Architect
Primary responsibilities include translating business strategy and requirements of Contact Centers into the technical architecture, guiding and directing less senior resources tasked with delivering the architecture, and working closely with business partners in the development of future state contact centers. The candidate will architect and help lead programming resources developing Computer Telephony Integration (CTI) integration, advanced call routing, CTI/CRM and telephony databases, Cisco ICM middleware integration, Edify IVR, and speech recognition applications. Candidate will be primarily involved in development of strategic roadmaps, translation into technical architecture, and leading development projects. The candidate must have developed presentation skills and established knowledge of business practices. Candidate should have an extensive background in technology platforms in a very large contact center environment, knowledge of CRM strategies (and how CTI relates to CRM) and the use of advanced technologies required to transform the call centers into future state contact centers. The candidate with an ideal background would have knowledge of CTI, computer languages (C# and Delphi), relational datbases, PSTN, Cisco's ICM middleware product, Avaya switch products, Edify IVR, and Speech Recognition technologies. He or she should have extensive experience with CTI related applications, integration, and peripheral systems used in the call centers in addition to knowledge of CRM strategies and how CTI relates to CRM. Specifically, the candidate should be highly skilled in use of advanced technologies needed to transform the call centers into of the past to the ?contact centers of the future.? Such technologies include: Centralized queuing, skills based routing, Voice over IP, chat, natural language speech recognition, etc. Minimum requirements include a MIS or CS degree, 5-10 years previous developing call center applications.
Speech Recognition
This position will be responsible IVR development using Edify IVR platforms including Speech, DTMF, including, but not limited to integration with other middleware and CTI applications. The candidate with be responsible for assessing, planning, testing and implementing new IVR applications pertinent to the IVR systems, integration to CTI and Agent Desktop applications. Projects include delivery of speech recognition applications to cost effectively allow customers to provide self-service with the IVR, analyzing current and future telecommunications systems needs and make recommendations for changes and/or improvements, maintaining documentation for IVR and related systems, specifically the IVR systems, providing IVR and telecommunications consulting services to other divisions/departments, create a cohesive set of products and services to our business partners. The ideal candidate with have telecommunications knowledge and experience, IVR and speech recognition development knowledge and experience (Edify and Scansoft preferred), the ability to create detailed specifications document and call flows, prioritize and work independently, Excellent verbal, written and analytical skills, proficiency with latest versions of SQL and/or Oracle database, and application programming competencies in C++, VB, .net, etc. Ideal candidates generally have a 5-10 years professional experience or bachelor?s Degree and 2-4 years experience
Infrastructure programming ICM/Avaya
Primary responsibilities include programming call routing scripts in the Cisco ICM middleware layer and coordinating cloud routing in the voice network cloud with carriers (AT&T & MCI) to meet business requirements for inbound/outbound voice based customer contacts. Programming assignments extend to off board CTI based applications using data driven routing schemes to complete call delivery. Programming support call hand off from Avaya ACD or Edify IVR for speech recognition based applications is also anticipated. Assignments span supporting all lines of business such as Sales, Customer Care, and Tech Support and include all products. Besides development work, the job requires significant support efforts to insure that calls are routing properly and customer experience expectations are met. Position also requires support at the global level and has direct responsibilities for supporting call centers in India, Panama, and Canada in addition to all sites in the Americas including outsource sites. Project level support is also included for new sites whether Dell badged or outsource. Functional and technical skills required include at least 3 years experience in application or database programming. Must be proficient with latest versions of SQL and/or Oracle database, and application programming competencies in C++, VB, .net, etc are required. Prior experience with Avaya G3 or S8700 platforms (preferably version 9 or above), Conversant IVR and/or middleware scripting such as Cisco's ICM or Genesys is highly desirable. Familiarity/experience in/knowledge of the PSTN (Public Switched Telephone Network) and have a solid understanding of how calls are processed is also a plus.
CTI Client programming/web services
Supports computer telephony integration deployment into call centers. Individual must deliver assignments on time and at a high level of quality. The individual must have experience deploying and troubleshooting applications which can be applied towards deployment of applications that interact with Dell's user and telecom infrastructure. The employee is also expected to have strong interpersonal and communication skills and assist documenting requirements. Skill requirements include a high degree of proficiency in analysis of complex problems, application development in Web technologies, and either C# or Delphi. Primary responsibilities include deployment, support, and administration of applications/technology integration into production. Additional helpful experience includes Telecommunications programming, network protocols and programming, Edify, n-tier applications, component development, COM, Edify, Geotel, Visual Basic, Java, and HTML. Possesses and applies a comprehensive knowledge of application programming and analysis as applied to computer telephony integration. Applies knowledge to analyze and develop solutions to highly complex problems. Competent to work in all phases of applications programming. Possesses and applies an advanced understanding of the principles of applications programming. Demonstrated ability to lead projects or offer programming solutions at an advanced level. Ideal candidates generally have a bachelor's degree and 5-10 years professional experience or Master's Degree and 2-4 years experience.
CTI Data Programming
Designs and develops advanced computer telephony integration services and reporting utilized by applications in call centers. Individual must deliver assignments on time and at a high level of quality. The individual must have experience developing and deploying complex and high speed transactional services using SQL (Oracle). Advanced application troubleshooting skills are also required. The employee is also expected to have strong interpersonal and communication skills and assist documenting requirements. Skill requirements include a high degree of proficiency in analysis of complex problems, the ability to develop a comprehensive understanding of existing and emerging Call Center technologies and information requirements, application development in Web technologies, Primary responsibilities include deployment, support, and administration of transaction and data services required by CTI and telephony applications/technology. Additional helpful experience includes Telecommunications (Edify ACDs, Cisco ICM, Edify IVR) and network protocols, .Net programming and experience with Dell transactional applications used at Dell Call Centers. Possesses and applies a comprehensive knowledge of application programming , database design, ETL processing, as applied to computer telephony integration. Applies knowledge to analyze and develop solutions to highly complex problems. Competent to work in all phases of applications development. Possesses and applies an advanced understanding of the principles of applications programming. Demonstrated ability to lead projects or offer programming solutions at an advanced level. Ideal candidates generally have a bachelor's degree and 5-10 years professional experience or Master's Degree and 2-4 years experience.
STG (2)
Transition of testing individual skills sets for the above.
CTI Support (3) ? two skill sets (CTI and Cisco ICM/Avaya)
See individual skills above.
Facebook
Twitter