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Network Data Consultant : ACD, OEMs, CCE : Jackson, MI
11/15/2016 5:15:57 AM
Network Data Consultant
The ability to communicate technical details and concepts to at least senior management level within a customer organization, In depth knowledge of and experience with Genesys Call Routing along with Rockwell/Spectrum and Nuance On-Call service is mandatory (with rotational on-call schedule) Rockwell Spectrum ACD experience is mandatory. Minimum of 2 years recent hands-on experience is required.
• Maintain and Update Knowledge Base and documentation
• Initiate and implement processes improvements.
• Perform change management in accordance with change management procedures
• Perform capacity and performance and report whenever exception is reported and takes remedial action
• Coordinate with CCE third party network vendors and OEMs for incident resolution
• Determines work procedures, prepares work schedules, and expedites workflow:
Studies and standardizes procedures to improve efficiency and effectiveness of ACD Call Center Voice (Genesys, Rockwell/Spectrum/ Nuance) operations.