Especialista en telecomunicaciones - Remoto

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.

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