Job Description :
Role: Customer Service Application
Location: Okemos, MI
Duration: 6+ Months

MOI: Phone + Skype/F2F (Client decides)

Job Summary:

To build and maintain call center related application programs and related documentation to meet Enterprise business requirements as well as provide technical support to users and peers.

Primary Job Responsibilities
Prepare detailed coding specifications for application programs, develops new and modifies existing procedures and programs, and writes and maintain system documentation on assigned projects.
Perform bug/defect investigation and resolution and coordinates with vendors on functional/system testing and delivery and post-production support.
Provides daily technical support and maintenance for all call center applications including but not limited to, call routing, IVR and reporting.
Consults with users, elicits and clarifies requirements, and communicates and trains affected staff on system changes.
Evaluates, recommends, installs and maintains application software packages and call center technologies.
Follows standard change control and configuration management practices and conforms to departmental application development
Assists with definition of system scope and objective and proposes technical approaches to ensure stability, scalability, and performance of the system/applications assigned as well as develops tests and implementation plans.
Prepares and submits projects reports and assists with project estimates.

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Minimum Qualifications:
Position requires a Bachelors degree with relevant course in Computer Science or data processing and three year''s related work experience in applications programming or systems analysis. Will accept any suitable combination of education, training, or experience.
Position requires the ability to work with web services and other cross system communication protocols and experience with integration of telephony systems to other computer systems (e.g. SOAP, VXML, and SQL); experience with software development in an object orientated programming language; ability to design, develop and support advanced ACD and IVR applications; knowledge of PBX architecture, telecommunication network services, and contact center systems; working knowledge of and the ability to interpret and troubleshoot SIP based VoIP traffic , as well as the integration of dissimilar SIP telephony systems; experience with interactive intelligence''s CIC and Convergy''s Edify is pr4eferred as well as experience with management and development of speech recognition system and grammars; ability to analyze and resolve complex problems; use independent judgment and communicate effectively with internal and external contacts.
Participating with on-call support twenty-four hours a day, seven days a week; occasional travel may be required to Enterprise sites and training facilities.