TeleTech Systems Software Engineer in Leon, Mexico

The Quality Systems Administrator is responsible for maintaining site / program quality recordings solutions and ensures that call / customer interaction recording requirements are met / complied with. The quality systems administrator resolves quality system issues from an end-user level up to the program level and fulfills these in a timely fashion.


Quality Systems Support

¨ Installation and troubleshooting of Quality Systems / Quality Recording Solutions (NICE, Humanify)

¨ Regular monitoring of quality systems to ensure functionality and compliance to customer interaction recording requirements of each program

¨ Communicated systems outages and quickly acts for its resolution

¨ Ensures prompt escalation of issues / outages to Corporate Quality as needed

¨ Generates customer interaction recording reports and ensures accurate reporting of data from quality systems

¨ Proactively arrests customer interaction recording issues

Implementation of System Changes

¨ Facilitates program requirement changes in customer interactions recordings

¨ Facilitates user profile configuration as needed

¨ Ensures quality recording systems are updated on program changes / requirements modification

¨ Creates / builds / recommends quality evaluation form and setup in quality recording system / quality recording solutions

¨ Adjusts system schedules for recording generation as needed

¨ Creates and updates access for quality system users

End-User Support

¨ Identifies severity of problem / recording issue raised and resolve / act accordingly

¨ Prioritization of issues and fast response time for resolution

¨ Readily communicates system issues, steps for resolution and system status

¨ Answers queries on end-user systems use

¨ Resolves end-user immediate concerns

¨ Does end-user training as well as basic NICE administrator training

¨ Able to resolve issues on allotted / normal SLA

On Call System Support

¨ Flexibility in working in a fast paced mission critical operations environment

¨ Immediately resolves system issues that are program impacting

¨ Willing to work in varied hours for systems training, support, maintenance, testing and troubleshooting

Client and Customer Satisfaction

¨ Conducts oneself professionally to both internal and external customers

¨ Reports to work on the schedule defined

¨ Consistently communicates with internal and external customers for system updates

¨ Centered on program / client requirement in facilitating job tasks and responsibilities


Educational Attainment:

MCSE highly regarded, BS Computer Science, software or equivalent production experience


¨ Proficient English, both written and verbal

¨ QA or Call recording systems experience desired

¨ Telephony knowledge. Cisco, Avaya or similar would be a plus

¨ Working knowledge of database applications like SQL

¨ Working knowledge of MS Office (Excel, Outlook, PowerPoint), or ability to learn technology quickly

¨ Monitoring tools, such as Nimsoft

¨ Reporting tools, like Crystal Reports

¨ Server, networking, infrastructure experience

¨ Strong troubleshooting skills

¨ Strong understanding of TTEC´s business, core values, and goals

¨ Strong interpersonal skills in dealing with a diverse population. Team work oriented

¨ Ability to respect and ensure strict confidentiality of customer data. High level of integrity, honesty, and judgment

¨ High customer service orientation

¨ Strong verbal and written communication skills

¨ Math/statistics and computer proficiency

¨ Demonstrated multi-tasking capability and proven success in fast paced environment

¨ Strong attention to detail and desire to follow procedures

¨ Strong analytical skills

Desirable qualifications

¨ Knowledge of call center business

¨ DBA Certification

¨ Other IT certification (CCNA, ITIL, VBA, etc.)


Job: *Information Technology

Title: Systems Software Engineer

Location: MX-GTO-Leon

Requisition ID: 0296Y