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Job Information
Job title

Sr Associate, ICM

Company intConfig
Wage between $0.00 - $0.00 Annually
Location United States, Kansas, Olathe
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 10/3/2008
Description
Dimension & Scope:

The Senior AssociateICM (Intelligent Call Management) provides complete support efforts for all Convergys call routing platforms and integrated support systems in a 24-hour response environment. Implementsconfigurestroubleshootsand consults with other resource units and clients with respect to optimum routing performance.

Principal Duties and Responsibilities:

Manage the Convergys Enterprise Wide Routing System for a specific BU, client, or globally.Serve as technical resource for BU’s on call routing and complex network/call delivery designs.Applies skills, creativity, and innovation in call routing system design and programs to meet requirements.Programs routing systems to maximize call distribution and efficient use of agents according to client and BU requirements.Functions as second-tier support for routing systems software - escalating to both internal and external resources for support and issue resolution. Develop and maintain plans to ensure successful recovery of call routing systems environment in the event of a disaster according to Corporate Disaster Recovery Policy and client environments.Participate in providing technology assessments in support of automation and technology migration initiatives.Integrates multi-platform systems dependant on call routing hardware and applications. Tests, validates, and publishes systems operational specifications and internal user guides. Provide support through creation, programming, and maintenance of attached data systems which include, but are not limited to call routing products; reporting systems; database maintenance; call record research; CRDB interfaces; EMLi; and client specific interfaces.Maintains, where required, open dialog and support interface with client agents to maintain and support the client environment.Maintain Corporate Data Security guidelines. Provide on-call technical support via pager / cell phone / laptop on a rotating 24 hour basis.

Education & Professional Certifications:

Entry into TCPBachelor’s Degree in related technical discipline AndTwo years relevant experience OrMaster’s Degree in related technical discipline OrSix years relevant experience without college degree.Movement within TCPMinimum two years experience in B1 Level TCP position.CISCO ICM / Genesys Routing Certification with two years programming/support experience; orSix years primary call routing experience within a call center environment.

Candidate Profile:

Background in database maintenance and query language.Ability to program/maintain systems utilizing ASP, HTML, XML, SQL, and Visual Basic.A+ Certification; operating systems background and data networking experienceBackground in database maintenance and query language.Requires a thorough knowledge of routing product design and relevant technical disciplines combined with creative and independent thinking. Demonstrated leadership in solving client issues and meeting client performance requirements in the routing environment. Proven oral and written communication skills. Ability to multi-task and maintain composure in stressful and demanding work environment.Strong background in voice networks, database management, and reporting.Resourceful and resilient in a constantly changing environment.Must possess excellent interpersonal, time, organization, and decision-making skills.Demonstrable analytical ability with skill to translate information into a proper communication level.Detail and customer service oriented.Ability to organize and engage disparate groups towards a common goal.Serves as a management technical and subject matter expert.Self motivatedKeen ability to observe systems and recommend efficiency changes.

Environment, Physical & Other Requirements:

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Experience/Skills
See above

Other desired skills:
Sr Associate, ICM