Job Description

Reference # : 17-06935Title : Contact Center CTI Architect / Product Manager
Location : Jacksonville, FL
Position Type : Direct Placement
Experience Level : Start Date : 07/19/2017
Description

Contact Center CTI Architect/Product Manager

Grab the opportunity to achieve your full potential! Eclaro is looking for a Contact Center CTI Architect / Product Manager for our client in Jacksonville, FL.
Eclaro’s client is one of the world's largest financial institutions, committed to providing the tools and services that bridge the gap between customers and their goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!

CTI is integral part of the CCVT SIM strategy and we need niche skills in Genesys, Cisco and other telephony vendors to create and enhance CTI framework. The Contact Center CTI Architect / Product Manager will resolve the dependencies on Avaya which we heavily use today for Call network routing and outbound dialling. He/she also lead and consolidate the platforms that are currently supported today by different CTI platforms
RESPONSIBILITIES:
  • Manages a function or unit within the technology environment
  • Manages associates and makes all decisions on personnel actions including staffing, performance management and compensation decision-making
  • Supports multiple systems through maintenance, modification and problem resolution to support ongoing delivery of services and/or operations
  • Manages multiple applications/ development projects, or single major complex initiatives if a small area of the development function
  • Coordinates resources across various applications, operations or projects
  • Manages budget, monitors progress and adjusts resources and priorities accordingly
  • May provide expertise in determining the strategic technical direction and system architecture for initiatives
  • Provides input on policy issues
EXPERIENCE/SKILLS REQUIRED:
  • 7-10 years of applicable experience
  • Bachelor's degree with work experience in CTI systems like Genesys, Avaya and Cisco.
  • 15+ years hands-on Contact center domain experience
  • Strong background in CTI, Telephony Routing and Agent Desktops
  • Experience in the contact Centers Tech for financial services industry
  • Excellent communication and negotiation skills working with all levels within immediate and across organizations
  • Works effectively both independently and as a member of a cross functional team
  • Experience with CC Telephony solutions (Genesys, Avaya, Aspect, Cisco), call routing analysis and predictive matching tools (preferred)
  • Strong communication skills
  • Hands-on experience in client analysis, including customer segmentation and profiling
  • Proven ability to work in a fast paced environment, meet deadlines, and perform at high standards with limited supervision
PREFERRED SKILLS:
  • Experience in Analytics/Business Intelligence fields
  • Experience in Machine Learning/ Artificial/ Cognitive Intelligence
Interested in applying? Contact Andrew McCarrick at Andrew@eclaro.com
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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