Omni-Channel Technician (System Software Senior Engineer) in Quezon City at TTEC

Date Posted: 9/19/2018

Job Snapshot

Job Description

TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.

Omni-Channel Technician
ITOPSDSS4. Desktop Support Senior Technician

Role Responsibilities :

  • Configuration of omni-channel contact center, teams, services, and skills
  • Configuration of voice, chat, email and SMS interaction processing scenarios
  • Configuration of external logic connections in voice/chat scenarios
  • Configuration of custom audio treatments
  • Configuration of Integration Accounts
  • Outbound campaign and dialer configuration
  • Workflow Entry Configuration
  • Peer reviewer of Tier 1 resource work-product
  • Internal/External UAT participant
  • Deployment / Go-Live Support as requested
  • Assist with solution documentation
  • Participate in team meetings with management, operations, development teams and external clients
  • Attain quarterly and annual objectives assigned by management.

Skills and Experience required :

  • 2 to 4 years customer facing solutioning/requirements gathering experience required.
  • Understanding or experience with enterprise software or Software as a Service model 
  • Debugging, troubleshooting and Chrome experience. IE, FireFox, and Safari a plus
  • Web development (HTML, java, jquery, etc ) experience
  • LINUX Experience a plus
  • Fluent in English
  • Microsoft Word and Excel proficiency
  • Knowledge of system integration solutions or product middleware 
  • Demonstrated attention to detail, problem solving skills and strong work ethic.
  • Highly motivated and a self-driven team player 
  • Solid verbal, written, presentation and interpersonal communication skills 
  • Proven time management skills in a dynamic development environment

Desired Skills :

  • Experience with Call Center Technologies
  • CRM, Interaction Management, CTI, Case Management and Technologies that Support these
  • BOT/Chat Suggestion Engine experience a plus
  • Social Messenger experience a plus