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Project Assistant

Expired Job

State Of New York Schenectady , NY 12301

Posted 4 months ago

Minimum Qualifications A. A Bachelor's degree and two (2) years of qualifying experience*.


B. An Associate's degree and four (4) years of qualifying experience*.


C. Six (6) years of qualifying experience*.

Master's Degree may be substituted for one year of specialized experience.

  • Qualifying experience is defined as experience with and technical knowledge of telephony systems, Interactive Voice Response (IVR), call menu options, call routing and Knowledge Base script development; and the demonstrated ability to effectively communicate with internal and external partners, both verbally and in writing.

Preference will be given to candidates who have experience in the development and maintenance of telephony systems, the use of Customer Relationship Management (CRM) tools, IVR programming, or equivalent experience, in a call center operation.

Duties Description The Project Assistant will support the continued growth of the OCFS Human Services Contact Center (HSCC). The Project Assistant will focus on contact center specific technologies including:

  • Design, Development, Testing, Support and Change Management

of a Cloud-based Customer Relationship Management software

  • Cloud based telephony including:

oInteractive Voice Response

oQuality Management

oWorkforce Management

  • Assist with the integration of the CRM product with the telephony system:

oGather Requirements

oDesign optimal integration strategy

oLiaison between HSCC and vendor representatives from CRM vendor and Telephony vendor

oDevelop integration project plan

oPerform tasks necessary to integrate the CRM and telephony systems in test environment

oTest integration in test environment

oUpon successful testing and with the approval of the Call Center Director, Clone changes from test environment to production environment

  • Assist with documenting all configuration details of CRM and telephony systems

  • Monitor newly integrated systems, troubleshoot and resolve and problems that arise from the integration.

  • Assist with detailed review of call metric reports to determine trends in AHT

  • Assist with documenting and reporting on the integration project's impacts to Average Handle Time

Additional duties will be discussed in detail during the interview.

Additional Comments Proficient in the use of Microsoft Access, Excel and Visio. Experience with Oracle Service Cloud and Verizon Virtual Contact Center and proficiency with generating reports and analyzing key performance metrics; Some travel is required.

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Project Assistant

Expired Job

State Of New York