Job Description :
Contact Center System Administrator/Analyst
Tualatin, Oregon
Duration: 7+ months
Client Name: Portland General Electric
REQUIREMENTS:
3+ Years’ experience Contact Center System Administrator experience
3+ Years’ experience Contact Center System Analyst experience
Experience in the non-Cisco side of things
Ability to analyze and establish root causes of incidents and issues
Work with inter-disciplinary team to troubleshoot and resolve issues in real-time
Deep system knowledge of the contact center systems
LOOKING FOR AT LEAST 1 OF THE FOLLOWING:
NICE IEX workforce management
Call recording
Verint Knowledge Management
Other Knowledge Management system
Other call center workforce management suite
KM system
GENERAL INFORMATION:
This position will support clients contact center technologies, including Cisco CUIC, Cisco Voice Portal (IVR), Cisco Agent Desktop (Cad) / Finesse, Virtual Hold, Cisco Email Interaction Manager, and others.
DUTIES:
Duties will include direct administration and support of these applications, as well as working with Clients infrastructure and other IT teams, vendors, and third-party external support services to ensure seamless operation of these applications.
The Contact Center Technologies team will be from 5-6 people.