New Job Service Engineer - Contact Center/Voice Engineer - 3212330 - BBBH627 Industry: IT Job Type: Contract Location: Sunnyvale, California Salary: Market Rates Description/Comment: Duties: Collaborate with appropriate SMEs to define requirements, evaluate criteria and business cases for feature expansion of CC (Contact Center) Platform at Yahoo!; Work closely with network operations and security teams to deploy CC Platform; Installation, acceptance, training, documentation, monitoring, validation, project management, turn-up, feature verification, T3 support readiness, tools & methods; Work in parallel with Telecom Architect to align overall IT requirements; Work in parallel with Business Analysts to align overall business requirements; Provide detailed progress and executive updates on all relevant activities; Work with members of Global Telecom team to develop effective operating procedures; Interact and work closely with Yahoos Global Contact Center operations and in-country personnel; Ensure compliance of all infrastructure and vendor CC solution standards; Use existing network analysis and trunk utilization data to optimize Contact Center network for capacity engineering. Be cognizant of network capacity, bandwidth, traffic peaks, performance and availability of CC infrastructure to recommend improvements in technologies and practices to improve efficiency and metrics; Provide tier 3 technical support and mentoring to team members and other support organizations; Maintain familiarity with trends and new development in technologies related to Yahoo! Contact Center solution and providing strategic technology direction and ideas to senior management and executives; Represent team and/or company in technical forums as required; As a member of the Collaboration Services team, all members are expected to report weekly on individual and project status; Domestic and international travel may be required. Technical Skills: Minimum 5+ years experience related to Contact Center engineering; Desirable experience engineering and implementing all or some of the following Contact Center modules: Skills based routing, email routing integration, Universal Routing / Multimedia Queuing, click to call / click to chat, self service / IVR applications, cradle to grave reporting and real time dashboards; Desirable experience engineering and implementing all or some of the following Quality Monitoring modules: Voice analytics, VoIP recording, screen-capture, Scheduling / Workforce Management; In-depth knowledge of call flow creation logic and migrations from legacy contact center solutions; Proven Experience in capturing, documenting and supporting end user requests, as well as working as a key element bridging the needs of the business with the IT capabilities; Current and familiarized with current Contact Center trends and evolution (including NPS, CSAT scoring, FCR, etc.); Demonstrated ability to utilize Contact Center management tools, assuring performance and interfacing with vendors; Familiarity with Cisco Contact Center solutions (Packaged Contact Center Enterprise or PCCE) is desirable; Familiarity with Cisco UCCE or PCCE is desirable; Understand product and software life cycle and capacity planning for Contact Center applications; High-level expertise in applications troubleshooting. Professional Skills: Must be a self-starter, team player and be able to work in a fast pace environment. Excellent analytical and problem solving skills. Excellent interpersonal and communication skills (verbal and written) Keen attention to detail. Education: BS in Computer Science, Electrical Engineering, Telecommunications Engineering or equivalent required. CCNA, CCNP and CCVP preferred. **Please note that this is a W-2 Contract Position**
Posted on: Fri, 08 Aug 2014 19:03:40 +0000
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