Bank of America Contact Center CTI Architect/Product Manager in Jacksonville, Florida

Job Description:

Manages a function or unit within the technology environment. Manages associates and makes all decisions on personnel actions including staffing, performance management and compensation decision-making. Supports multiple systems through maintenance, modification and problem resolution to support ongoing delivery of services and/or operations. Manages multiple applications/ development projects, or single major complex initiatives if a small area of the development function. Coordinates resources across various applications, operations or projects. Manages budget, monitors progress and adjusts resources and priorities accordingly. May provide expertise in determining the strategic technical direction and system architecture for initiatives. Provides input on policy issues. Typically requires 7-10 years of applicable experience.

Job Specific Description:

CCVT SIM - CTI is integral part of the CCVT SIM strategy and we need niche skills in Genesys, Cisco and other telephony vendors to create and enhance CTI framework. You will resolve the dependencies on Avaya which we heavily use today for Call network routing and outbound dialling. You will lead and consolidate the platforms that are currently supported today by different CTI platforms.

Required Skills / Experience:

  • Bachelor's degree with work experience in CTI systems like Genesys, Avaya and Cisco.

  • 15+ years hands-on Contact center domain experience

  • Strong background in CTI, Telephony Routing and Agent Desktops

  • Experience in the contact Centers Tech for financial services industry

  • Excellent communication and negotiation skills working with all levels within immediate and across organizations

  • Works effectively both independently and as a member of a cross functional team

  • Experience with CC Telephony solutions (Genesys, Avaya, Aspect, Cisco), call routing analysis and predictive matching tools (preferred)

  • Strong communication skills

  • Hands-on experience in client analysis, including customer segmentation and profiling

  • Proven ability to work in a fast paced environment, meet deadlines, and perform at high standards with limited supervision

Desired Skills / Experience:

  • Experience in Analytics/Business Intelligence fields

  • Experience in Machine Learning/ Artificial/ Cognitive Intelligence

Posting Date : 08/07/2017

Location : US-FL-Jacksonville

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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