Alvaria Administrator(#Hybrid at Chicago HQ near O'Hare Airport)) - Alliant Credit Union

Description

In this role, you will be responsible for the design, installation, maintenance, configuration and support for the Alvaria enterprise contact center functionality. Will work with internal business partners to design and optimizes applications to improve usability and create the best user experience.
Responsibilities

• Enhance and proactively fix the functionality of the Alvaria Contact Center software platform
• Knowledge of digital channel trends, technologies and UI & UX design
• Collaborate with business partners to manage testing support, develop comprehensive test plans/use cases/scenarios, define expected testing results, and analyze and triage defects reported. Collaborate with vendor and internal developers to manage releases, address defects, manage stress tests and coordinate installations
• Understand, maintain, and support Alvaria platform, troubleshoot issues, perform root cause analysis, recommend corrective action and lead the resolution efforts. Facilitate and execute design and configuration changes for the digital care platforms
• Collaborate with business and technical resources to make recommendations to improve the overall customer experience with a focus on consistency and ease of navigation
• Examine applications and implement proactive monitoring and redundancy at tiers to help meet availability goals and contribute to technical process improvements and training
• Knowledge of digital care platform environment(s) in areas of operations, resource management, technical operations, technical systems and multimedia technologies. Act as a subject-matter expert to other team members
• Maintain technical competency in assigned platform(s) products

Education:

• Minimum - Bachelors Degree - Business or Related

Ye ars of Experience:

• 5 Years - Contact center, interactive voice response, voice recognition unit, telephone integration. workforce management, quality management or related

In Lieu of Education:

• 8 Years - Contact center, interactive voice response, voice recognition unit, telephone integration. workforce management, quality management or related

You will benefit from:

• Competitive medical, dental, and free vision benefits
• Paid parental leave
• Competitive compensation plan
• Gym memberships discounts
• Generous PTO and banking holidays off
• Tuition reimbursement
• 401k with immediate employer match and vesting

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.