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Software Folks, Inc.
  Company Profile
Software Folks offers the complete spectrum of Strategic Staffing, IT Consulting and Business Process Outsourcing (BPO) services to its clients.
  Job Details 

Network Data Consultant : ACD, OEMs, CCE : Jackson, MI

Posted On:  10/1/2016 8:01:32 AM

Network Data Consultant

Qualifications:  Bachelor Degree
Essential Skills: 
Not specified
Job Tenure:  No Preference/Any
Salary Offered:  DOE
Job Location:  Jackson, MI United States

  Job Description
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.

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