Software Engineer: III - Schenectady, United States - Javen Technologies

Description

Designs, modifies, develops, writes and implements software programming applications. Supports and/or installs software applications/operating systems. Participates in the testing process through test review and analysis, test witnessing and certification of software. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected. Cisco CV, and ICM.

Cisco/Genesys CCaaS and Google CCAI preferred.

Expert in SQL required.


Job Tasks:
Configure, review and oversee documentation of call flows and interdepartmental documents and communications

Gather project requirements and configure to continually improve our member experience

Act as a voice application subject matter expert for the internal team and business partners

Join support calls with partner and providing sufficient details as needed to resolve issues

Assist in developing application roadmap and strategy

Application report gathering and analysis

Train and mentor team members on application and technical skills.

Qualifications:

5-10 years of experience

Cisco CVP, CUIC and ICM experience required

IVR Configuration Training, Required Application Certification

Call center experience preferred. Required vendor trainings.

Technical troubleshooting experience

IVR and call flow experience preferred

College degree in a related area of study preferred

Business analysis experience preferred

Proficient in Microsoft Office Applications (Excel and Visio)

Expert SQL experience REQUIRED

Strong analytic and problem solving skills
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