Job Description :
Job Title: Technical Solutions Architect.
Location: San Diego,CA.
Duration: Permanent.
Required Skills and Qualifications
Five (5) years relevant experience in developing requirements, designing and implementing call routing, scripting and configuration for a large scale contact center operation and telephony environment
Seven (7) years of experience in managing and supporting implementation of Help Desk, LAN, WAN or VoIP infrastructure and/or providing site or remote support for a large (>10,000 user) environment
Technical skills required include UCCE, PCCE, SIP , CVP, ICM, Java and/or VB scripting
Project management disciplines - task planning, financial planning, and issue management
Ability to aggregate and review trended data to identify undesirable conditions notifying appropriate personal of potential consequences
Relevant experience in troubleshooting and resolving technical system issues, both for Contact Center focused and Telecom/Network Technical Service teams.
Ability to collaborate with the other members of the voice team, share relevant information, know how to listen effectively and promote a team spirit
Possess a strong client and service focused mindset, demonstrate excellent listening skills and the ability to understand the “Voice of the Customer”
Creativity, problem solving and analytical skills to effectively translate technical issues into key activities and develop new methods and approaches to satisfy requirements.
Relevant experience developing plans and executing new technology deployments and upgrades, both software and hardware
Effective communication skills (both oral and written) to develop and deliver the key messages internally and for our internal customers
Preferred Skills and Qualifications
CCNA preferred, Advanced course work in Cisco contact center Scripting with CVP Call Studio or similar call scripting tools
Basic understanding of SQL Server 200x database structure, setup and configuration in order to support and maintain advanced contact center scripting and reporting
Application knowledge of CUIC, NICE, Calabrio, Finesse
Five (5) years of experience developing, implementing and maintaining Call Center reporting applications, such as TASKE or Aceyus
Summary
The Contact Center (CC) Technology Solutions Architect II role is to ensure the stability, integrity, and efficient operation of the enterprise contact center infrastructure that supports core functions within the corporate contact center environment. This is achieved by monitoring, maintaining, supporting, and coordinating with technical staff to optimize all networked software and associated operating systems. Provides contact center application configuration support as defined by the business. Has good understanding of business applications. Works with technical staff to understand problems with software and resolve them. Develops conversion and system implementation plans. The CC Tech Solutions Architect will apply best practices, proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. This position is expected to provide Tier III support and resolution of issues with prevention plans related to Contact Center, ACD, Workforce Management, Quality Monitoring, Reporting Systems, and other Services.
Day to day duties:
Facilitate carrier onsite walkthrough for new data and voice circuits and disconnects and coordinate carrier service requests
Asset Management - Manage purchasing and tracking of network and telecommunications equipment throughout complete lifecycle, manage RMA process, support order, receiving and cataloging of new equipment. Manage the disposal process of obsolete equipment
Track, communicate and provide status/reporting updates of circuit provisioning to cross functional teams
Ensure proper coordination and documentation of internal voice and date projects. Use Visio and Microsoft office for effective documentation and coordination. Ensure successful completion of projects
Perform circuit Data and Voice provisioning (both new and disconnects)
Maintain and track costs and budget for Data and Voice groups
Assist with Voice and Data communication room design
Provide draft layout and design support for new and re-designed communication room development
Anticipate issues with project workflows and act proactively to address potential set backs
This individual must be presentable, professional and have a “whatever it takes” mentality. They must also have excellent written and verbal communication skills needed to interact with end-users and customers. Overall, this individual should be assertive, self-sufficient and self-motivated with the ability to work positively with different departments on deadline driven activities. The mission of the Network Technical Services department is to provide flawless and transparent network access for Sharp stakeholders in support of the goals of Sharp HealthCare. This position provides the opportunity to lead with significant flexibility in a strong, creative team environment with other information technology professionals on complex and rewarding projects that positively impact the entire system. Sharp System Services have campuses located in the communities of Kearny Mesa and Serra Mesa and consist of the Spectrum location, the Ruffin Road location and Sharp Operations Center (SOC These offices provide the centralized integrated system support services to the operating entities within the system. These services include: Strategic Planning, Business Development, Information Technology, Compliance, Internal Audit, Legal, Risk Management and Insurance, Contracts, Human Resources, Facilities Management and Development, Clinical Effectiveness, Finance, Nursing, Systems Supply Chain Services, Marketing and Communications, The Sharp Experience and Sharp University.