Especialista en telecomunicaciones

Qualifications Education : High School/GED required; college or advanced degree preferred. Experience : 1-2 years with TCN, NICE, or Livevox Call Center systems (required). 6-10 years of Call Center experience. Skills : Advanced knowledge of Microsoft Office products, including Visio. Intermediate knowledge of SQL query programming. Knowledge of Federal and state laws applicable to financial institutions and phone traffic. Strong verbal and written communication skills. Advanced problem-solving and decision-making skills. Organizational and process management skills. Ability to maintain confidentiality and prioritize workflow. Responsibilities System Design and Maintenance : Design, develop, and maintain IVR, SMS, Chat, Email, and outbound dialer systems. Configuration and Troubleshooting : Lead efforts for IVR applications, telephony platforms, and automated dialing solutions. Stakeholder Collaboration : Implement call routing strategies, self-service automation, and campaign management. Performance Monitoring : Conduct root cause analysis and implement enhancements for system efficiency. Compliance : Ensure adherence to TCPA, FDCPA, and other telephony-related regulations. Integration : Integrate IVR and dialer systems with CRM, workforce management, analytics, and self-service capabilities. Collaboration : Work with network, infrastructure, and security teams for uptime, disaster recovery, and data integrity. Upgrades and Documentation : Lead software upgrades, patches, migrations, and maintain technical documentation. Platform Evaluation : Assist in evaluating, selecting, and implementing new platforms. Key Points to Look For Technical Expertise : Ensure you have experience with the specific call center systems mentioned (TCN, NICE, Livevox) and a solid understanding of IVR, SMS, Chat, Email, and outbound dialer systems. Regulatory Knowledge : Familiarity with telephony-related regulations (TCPA, FDCPA) is crucial. Integration Skills : Ability to integrate various systems (IVR, CRM, workforce management) seamlessly. Problem-Solving Abilities : Strong analytical and troubleshooting skills to improve system performance. Communication Skills : Effective communication with stakeholders and team members. Organizational Skills : Ability to manage multiple tasks, prioritize workflow, and maintain detailed documentation. APPLY HERE: https://www.linkedin.com/jobs/view/4193903222/?eBP=NOT_ELIGIBLE_FOR_CHARGING&refId=xXeuVyhIjcAn5PUF5RwLDg%3D%3D&trackingId=%2BiKz9x%2BPpP%2FSPA%2F2rPyhXA%3D%3D&trk=flagship3_search_srp_jobs

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