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| Job Ref: | 173566 |
| Employer: |
Waste Management. |
| City: | Phoenix |
| State/Province: | AZ |
| Type of Employment: | Full Time |
| Environmental Categories: | Other |
| Industries: | Other/Not Classified |
| Required Education: | Other |
| Job Description: |
Job Summary: In this role, you will be responsible for working with Technical and Business teams to support contact center applications using a proactive support model. Under general supervision, provides technical expertise in design, development, coding, testing, and debugging new software or significant enhancements to Call Center technologies utilizing .NET, VB.NET, and C . You will conduct a wide range of quality-control tests and analyses to ensure that software meets or exceeds specified standards and end-user requirements. Conducts complex business process analyses, needs assessments, and preliminary cost/benefit analyses in an effort to align information technology solutions with business initiatives. Accountable for troubleshooting tier 2 and 3 production tickets, performance tuning, and building enhancements to the Call Center Technology applications post go-live. Essential Duties and Responsibilities: Development: Develops cost-effective information technology solutions by analyzing, coding, testing, and implementing new and by modifying existing software applications that are relatively complex with full competency. Specifically support Genesys, Aspect, Nice, and other software applications that support contact center operations. Develops report specifications with key stakeholders based on end-user requirements and business needs. Understands report audience and provides subject matter expertise on report usability including the data provided and format. Coordinates with users to determine requirements. Reviews systems under development and related documentation. Resolves customer complaints and responds to suggestions for improvements and enhancements. Participates in the development of software user manuals. May occasionally acts as team leader on less complex projects. May assist in training less-experienced software development staff. Quality Assurance: Executes moderately complex tests according to established plans and scripts, documents problems in an issue log, and retests software corrections to ensure problems are resolved. Creates test data files with valid and invalid records to thoroughly test program logic and verify system flow. Drafts and revises moderately complex test plans and scripts. Identifies, recommends and implements changes to enhance the effectiveness of quality assurance strategies. Occasionally acts as team leader on less complex projects and/or coordinates activities of the project team and assists in monitoring project schedules and costs. Business Systems Analysis: Works at a high technical level of most phases of systems analysis while considering the business implications of the application of technology to the current and future business environment. Coordinates with users to determine business and user requirements, process flow definitions, and functional specifications. Coordinates documentation of requirements and formulation of test plans. Develops and manages development of complex information systems, or revisions to existing system logic difficulties as necessary to meet business requirements. Coordinates with multiple vendors and/or internal departments to determine requirements and to access support for projects or requirements outside of the scope for the department. Ensures user satisfaction by providing installation, configuration, preventative maintenance and quickly troubleshooting and resolving problems. Confers with supervisor on unusual matters. Reviews progress and evaluates results for accuracy and efficiency. May guides and advises less-experienced Analysts. May act as team leader on systems projects. Establishes and communicates common goal and direction for the team. Coordinates activities of the project team, project plans, and assists in monitoring project schedules and costs. Education and Experience: Bachelor's Degree, or equivalent experience, in Computer Science, MIS or similar area of study required Four to six years of previous hands on technical experience within a large multi-site contact center Five years experience coding in .NET, VB.NET, and C Three years experience with Genesys, Aspect, and Nice Systems Certificates, Licenses or Registrations: Genesys Dialer, Aspect Dialer, and Nice System Certifications preferred Other Knowledge, Skills or Abilities Required Administration of skill based routing, call vectoring, announcement management, Voice over IP, IP Softphone, IP Agent, TTS, CTI screen pop, ARS routing, and dial plans. Aspect Tools - RTR, Dataviews, and Lyricall Genesys - CC Pulse, IRD, CEM, IW AS400 SQL and Oracle database is a plus Web development tools and languages HTML, CSS, Java, and Web Sphere. SCM methodologies and procedures, QA process and procedures, and software development life cycle. Proficient in negotiating issues to resolution. Troubleshooting PC problems and issues. Proficient knowledge of PC systems, hardware and software. Remedy Action Request System (Help Desk System). Benefits At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as Stock Purchase Plan, Company match on 401k plan and more! Our employees also receive Paid Vacation, Holidays and Personal Days. Please note that benefits may vary by site. |
| Post Date: | 08/01/2013 |
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