Primary Job Duties & Responsibilities
Working remotely/work from home is an option for this position.
The candidate will be a member of the Contact Center Technology Infrastructure Team. As a member of this team, they will be responsible for specific technologies based on their experience and Traveler's needs.
As a subject matter expert of one or more of the following technologies (Genesys IVR, CIM, eServices, Infomart, Verint, Aspect) they will be expected to manage the service which includes conducting currency upgrades, responding and resolving any incident or problems, integrations to other products, expert knowledge of the data and industry knowledge of the technology space. Responsible for the software application and the hardware to support the solution in a dual data center VOIP environment. They will also be responsible for communicating and collaborating with the applicable vendors as needed. In addition they will be responsible for working with other technology areas at Travelers as necessary to perform their duties.
Job Specific & Technical Skills & Competencies
5 Years' experience with Contact Center Technologies Genesys, Verint, or Aspect or other competing vendor products.
Under general supervision, demonstrates a thorough understanding of the activities performed related to engineering support, installation and/or operations of infrastructure technologies. Plans at an operational level designing and developing technology solutions interfacing with appropriate customers, management and technical resources.
Facilitates and/or participates in the design, development, and implementation of large complex technology solutions supporting one or more business and/or technology areas. Develops and implements appropriate solutions that may involve multiple platforms, databases, software/hardware technologies and tools. Strong ability to multi-task in an environment of changing priorities. This job is a team lead.
Education, Work Experience & Knowledge
Bachelor's degree in Technology or a related field preferred. 5 years of experience in Technology preferred. Experience providing technical direction to project teams preferred. Working knowledge of infrastructure technologies such as Network, Database, Server, Storage etc. preferred.
Operates standard office equipment (Frequency) Sitting (can stand at will) (Frequency)
High School diploma or equivalent required. 3 years of experience in Technology required.
The Travelers Companies