Icm Scripters

Purpose of Job
Design system requirements for Service Center routing initiatives.
Translate business requirements into detailed system requirements for ICM, PBX, IVR, and Carrier systems.
Support infrastructure upgrades, patches, and load tests in terms of testing, monitoring, and reporting.
Review all technical team deliverables for completeness and quality to ensure that all business goals will be achieved.

Job Qualifications
Pre-Requisites
3-4 years experience working in a call center
2-3 years of experience with Cisco Intelligent Contact Management product.
Strong business, operational, and procedural knowledge of a call center
Experience in development of documentation (process flows, SOPs, etc.)
Project management experience preferred
Proficiency with MS Office (e.g., Word, Excel, Access, PowerPoint)
Technical understanding of telecom hardware (e.g., PBX, ACD, IVR)

Critical Success Factors
Strong organizational skills
Strong technical skills
Written and verbal communication skills
Dependable and consistent
Highly collaborative individual with ability to build strong professional relationships

Competencies
Using computer hardware and software as productivity tools in performing work-related tasks
Communication
Ability to convey thoughts (orally and written) in a clear, concise, and timely manner appropriate for the audience
Company core business
Applying knowledge of Uniprise products, services, strategies and core business processes
Customer service
Ability to provide quality customer service (internally and externally) by anticipating, understanding, and striving to achieve customer needs
Data gathering and analysis
Designing, developing and implementing approaches to gather and maintain information and drawing conclusions from that information.
Development of self and Others
Ability to develop skills and competencies for self and others (i.e. conducting informal training and coaching sessions for new hires) related to current and future organization needs.
Interpersonal impact
Energizing and motivating others through persuasive and effective communication; behavior inspires confidence and mutual respect among co-workers
Problem solving
Ability to identify and analyze work-related issues in a systematic and timely manner. Involves determining cause and identifying and implementing resolution