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   Job Information
Job Number : 3599
Job Title : Sr. Software Engineer - Voice
Location : Hilliard, Ohio 43026
Duration : 12 months
No Of Positions : 1
Start Date : 08/13/2013
Job Description :
JOB DESCRIPTION:
Role:
Function as Tier 2/ Tier 3 support for the day-to-day operations of four BMW-FS platforms; IVR, CTI, Work Force Management (WFM), and Quality Monitoring (QM). The ideal candidate will have experience with the platforms owned and operated by BMW-FS, but BMW-FS will accept experience with any other manufacturer’s platform. The IVR platform is manufactured by Convergys/Edify. CTI is Avaya. WFM and QM are Verint. Some experience with telephone systems, specifically involving call routing is desired. Experience with Avaya telephone system is ideal, but experience with another manufacturer is acceptable. Again, BMW-FS will accept experience with another manufacturer’s platform.

Responsibilities/Skills include:
IVR –
• Daily monitoring and reporting of the health of the IVR platform
• Triage and correct any issues that arise with the IVR platform. For example, IVR ports that stop answering calls, or electronic payments that are not processed correctly through the IVR, or vulnerability scanning that disrupts connectivity between IVR and CTI platforms.
• Experience with IVR programming logic in order to triage and identify specific issues or problems that are reported. Experience with SQL Server and SQL scripts in order to trouble-shoot issues. The IVR logic is heavily dependent on these SQL scripts so knowledge of SQL is extremely helpful.
• The BMW-FS IVR uses Speech Recognition and Text-to-Speech, so some experience with Speech Recognition and Text-to-Speech (Nuance) is ideal in order to trouble-shoot any issues.
• The BMW-FS IVR uses Web Service calls to retrieve some information, so some experience with this is ideal.
• Patching (Windows) servers as well as verification that software is operating properly.
• Manage/coordinate vendor relationships when issues need to be raised with the vendor.
• Active participation in IVR Software upgrades as well as server and OS upgrades.
• Effectively communicate operational issues and/or decisions with business users, as well as IT management, on an as-needed basis.

CTI –
• Daily additions and deletion of CTI users.
• Additions and deletions of telephone numbers that need to be monitored by CTI
• Periodically monitoring license usage and capacity.
• Periodically monitoring License Manager and Agent Web Services, normally following patching.
• Triage and correct any issues that arise with the CTI platform. For example, vulnerability scanning that disrupts connectivity between IVR and CTI platforms, or CTI data collected at the IVR doesn’t reach the agent desktop.
• Patching (Windows) servers as well as verification that software is operating properly.
• Manage/coordinate vendor relationships when issues need to be raised with the vendor.
• Active participation in CTI Software upgrades as well as server and OS upgrades
• Effectively communicate operational issues and/or decisions with business users, as well as IT management, on an as-needed basis.

WFM & QM –
• Daily additions and deletion of QM users. Some of this is handled automatically by the recording rules established, but some activities will be required.
• Additions and deletion of users that require recording playback functionality. Working with individuals who have problems with the playback software.
• Triage and correct any issues that arise with the WFM/QM platform. For example, a specific agent is not being recorded as expected, or recordings are not starting at the beginning of the call, or forecasting and scheduling (WFM) software is “freezing” when forecasts are published.
• Patching (Windows) servers as well as verification that software is operating properly.
• Manage/coordinate vendor relationships when issues need to be raised with the vendor.
• Active participation in WFM/QM Software upgrades as well as server and OS upgrades
• Effectively communicate operational issues and/or decisions with business users, as well as IT management, on an as-needed basis.
Key Skill required:
-SQL Server----------------5yrs of strong experience required.
-Project Management---5yrs of strong experience required.
-.Net---------------------1yrs of Intermediate experience required.
-C#---------------------------1yrs of Intermediate experience required.
-Java------------------------1yrs of Intermediate experience required.
-IVR--------------------------6yrs of strong experience required.
-VXML----------------------6yrs of strong experience required.
-Avaya PBX/ACD-------6yrs of strong experience required.
-CTI------------------------6yrs of strong experience required.
-QM------------------------6yrs of strong experience required.
-WFM---------------------6yrs of strong experience required.
   Other Job Details
Min Qualification : Bachelor's Degree
Min Work Exp : 6 Yrs
Authorization To Work : Any one can apply
   Skills
SkillSkill LevelMinimum ExpLast UsedRequired
IVR/CTI Expert 6 Yrs Currently Yes
Project Management Expert 5 Yrs Currently Yes

  

Contact Information:
Mac Mohan
Ph. No: (614) 805 8406
Fax No: (855) 2 YASHCO

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Today is my last working day at Bayer. I take this opportunity to thank you for all the support you have given to me at all times and at any point of time. more