Lead Technical Business Consultant - UCCE/CVP

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Job Summary

The position is responsible for delivering call routing, IVR, multi-channel solutions. Work with stakeholders to convert business requirements into technical solutions as well as deliver these into a fully functional application or flow that meets the user’s needs.

Deliver on strategic, technological visions by managing detailed analysis, design, and building out work flows to support the Contact Center Technology Platform Solutions team.

Interact with technology vendors, internal stake holders to enhance processes and resolve problems.

NOTE : This hybrid role can be located in CHICAGO IL or RICHARDSON TX relocation will not be offered;

Required Job Qualifications :

• Bachelor’s degree in Information Technology or MIS or 6+ years of work experience in designing, developing, deploying contact center solutions (Voice, IVR, and Multi-channel)
• 6+ years of configuration management tools
• Proficient in SQL and ability to write queries
• Experience in VXML scripting and IVR design and development in Cisco UCCE / CVP environment
• Experience working with voice-related technologies including TTS & ASR, NLP,NLU, and VoiceXML
• Experience with large scale call center environments and deployments.
• Capability to communicate effectively with technical and non-technical audiences.
• Ability to lead and give technical direction as well as train and mentor.
• Demonstrated excellent written and verbal communication skills.
• Experience with Word, Excel, Presentation, Project, and Visio.
• Excellent interpersonal skills with the ability to handle challenging situations.
• A self-starter with the ability to work independently and in a collaborative team environment.
• Desire for continued technical growth
• Take ownership of assigned tasks with minimal supervision
• Work with various business teams to develop and provide complete solutions
• Experience and knowledge of call center metrics and reporting concepts
• Experience in CTI integrations
• Knowledge of Networks / EXI hosts, VMware, systems

Preferred Job Qualifications :

• Contact center technology certifications
• Knowledge of Java, Java Script, webservices and APIS
• Knowledge of Route IT
• Working knowledge of UCM
• Working knowledge and understanding of call center reporting

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HCSC Employment Statement :

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants.

We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace.

Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.