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The Enterprise Telephony Team is seeking a Tech Lead who will engage in projects supporting call center telephony platforms including Tellme IVR, Cisco ICM, Avaya ACD, Aspect eWorkforceManagement, Avaya Dialers, and NICE call recording. The Tech Lead will be responsible for design and implementation of projects and enhancements and assist in oversight of the platforms to ensure stability, process management, and architectural adherence. Must be able to work across technical, cross-functional teams and help drive delivery for vendor-hosted applications.
Additional job functions: Works with analysts, project managers, and customers to understand the scope of work, priorities, and requirements for development. Works with performing teams to deliver new capabilities in business applications and/or remediate issues. Support adherence, internally and externally with vendors, to company policies in areas of development methodology, architecture, security, change and configuration management and compliance.
Responsibilities:
• Translate requirements into functional designs with supporting documentation
• Work with the IVR, ICM, ACD, and call recording platforms to make sure that teams are aligned to prioritized work
• Engage with developers and testers to ensure that the requirements and designs are implemented as expected
• Make design and process recommendations
• Ensure designs adhere to standards, principles, and governance processes
• Support estimation of efforts to help with the long-term planning and scheduling of work
• Provides technical assistance to project teams—advises on coding and testing best practices
• Keeps critical system documentation up-to-date
Basic Qualifications:
• Bachelors Degree / equivalent experience
• 2 years of experience in Software Development Life Cycle – requirements
• gathering/reviews; systems and application design; development and testing
• 4 years of experience in Design - individual components, complete systems, interaction of multiple systems
• 1 year of experience in Project Management
Preferred Qualifications:
• Bachelors Degree in Computer Science/IT or Engineering
• 2 years of experience in Project Management
• 4 years of experience in Software Development Life Cycle - requirements gathering/reviews; systems and application design; development and testing
• 6+ years of experience in Design - individual components, complete systems, interaction of multiple systems
• 5 years of experience in call center telephony infrastructure and design – IVR, ACD, etc.
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