Description:
SUMMARY: This position is responsible for providing second and third level support to business groups to enable the effective operation and maintenance of software applications. In addition, responsible for developing improving subject matter expertise in supported applications and enabling conformance to Information Technology (IT) Service Level Agreements for the availability of supported applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Develop a vision and architecture for long-term advancement for Company contact environments

* Support departmental goals for improved efficiencies (e.g., reduced call handle time) through effective use of supported software applications and serve as Subject Matter Expert in features and operation of supported applications

* Develop integration strategies to improve the utility of supported applications, such as IVR, WFM applications, CTI, ACD, Multi-media, VoIP, and SIP and work with application development staff and/or outside vendors to implement strategies

* Perform routine system administration of supported applications to ensure high availability

* Assist in defining and enforcing security policies governing access to supported applications

* Work with other IT groups in coordinated upgrades to hardware and software upon which supported applications run

* Report errors and other support issues to software vendors and track their response and implement any corrective actions

* Prepare time and cost estimates as needed for assigned tasks

* Understand and ensure conformance to all applicable UL Standards pertaining to supported software applications and work with IT and Monitoring groups to maintain total UL compliance

* Comply with company policies and procedures for installation, maintenance, and management of application software and data, including maintain logs and documentation of business data updates

* Perform special projects and other duties as assigned

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE:
Bachelor's degree from a four-year college or university, with computer science or related field emphasis, and a minimum of five years experience in enterprise managing telephone and call center technology or an equivalent combination of education and experience. Thorough knowledge of CTI software applications, IVR's/VRU's (Televoice), skill-based routing application (Nortel-Symposium), Predictive dialers, Workforce management systems, Quality Recording systems, 800 Services, Call Routing flows, and reporting systems required. Must have a comprehensive understanding of the Telecommunications industry and technology in a business environment.

LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical manuals and procedures, financial policies and pronouncements, and government regulations. Ability to write routine reports, business correspondence, and procedure manuals. Ability to clearly and effectively present information and respond to questions from groups within and outside the Company.

MATHEMATICAL SKILLS:
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only very limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES:
Proficiency with computer hardware components and software packages, especially Microsoft Office products. Ability to interact with all levels of the organization. Must be flexible and possess excellent time management, project management, and organizational skills. Must be a self motivated individual with strong analytical and problem solving skills. Attention to detail and confidentiality a must.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and listen and is frequently required to sit, use hands to finger, handle, or feel objects, tools, or controls, and reach with hands and arms. The employee is occasionally required to stand and walk and must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Salary/Benefits: Salary commensurate with experience


Job Location: Irving, TX

Job Number: 09-0712

Company URL:http://www.brinkshomesecurity.com