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Telecom Specialist - Pasay

Keywords / Skills : VOIP, IVR, ACD, Telecom

1 - 4 years
Posted: 2018-06-22

Technical Support Engineer

Posted On
22nd Jun 2018
Job Description
Job Purpose:

Stefanini is looking for a passionate Telecom Admin, who will be part of the global team responsible for development and support of customer service technology. The candidate will interact and collaborate with other Stefanini technology competence centers, e.g. Networking, Security and SSA. As an IVR Application Developer you are responsible for designing, developing, building and testing routing scripts in a contact center application. Activities involve designing and building business rules needed to successfully configure ACD, IVR, and multimedia routing for the contact centers. The development can span various media types (phone, chat, web call back, out-bound etc.) and can require integration into a customer provided ITSM, CRM system or databases.

  • Gather Customer Routing/Call Flow Requirements. 
  • Document Detail Summaries of Requirement. 
  • Work jointly with senior members to Finalize and Document Customer Final Requirements. 
  • Work jointly with senior members to Design & Develop Application Routing Flow Develop & Execute Application Test Plan. 
  • Analyze and Assess Application Change Requests. 
  • Support Internal Employee. 
  • Support business requests for routing changes using the necessary process controls to ensure production operation is not at risk. 
  • Contribute to the maintenance and upkeep of the Aspect-UIP application suite. 
  • Demonstrate effective consulting skills with business customers to deliver high levels of overall customer satisfaction. 
  • Timely identifies tracks, manages and resolves technical issues and risks. 
  • Escalates and resolves issues via proper communication channels. 

Required Skills:
  • Bachelor of Science Degree or a minimum of 4 years’ experience in contact center applications. 
  • Strong technical knowledge in the telecom and contact center industries. 
  • Strong proficiency in Microsoft software applications: Word, Visio, Excel, PowerPoint & Project. 
  • Technical abilities involving IVR/ACD, CRM Integration, and Web Services development. 
  • Knowledgeable in the telecom industry with emphasis on toll free routing, VoIP and ACD/IVR functionality. 
  • Excellent written and verbal skills with confidence in leading external customers through critical tasks and deadlines. 
Preferred Skills:
  • The ability to develop multiple customer applications at one time. 
  • Proven ability to coordinate, communicate, and execute application delivery in time intensive timeframes. 
  • Willingness to work with a team and take direction from non-management personnel. 
  • Detail oriented with demonstrated ability to interpret the big picture. 
  • Anticipate potential project road blocks and identify alternatives in an independent and efficient manner. 
  • Willingness to work aggressively until the project goal is achieved. 
Additional Note:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Key Skill(s)

About Company

About Us
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia and Asia. With more than 22,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application development services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. The corporate global headquarters is located in Sao Paulo, Brazil, with the European headquarters in Brussels and North American headquarters in metropolitan Detroit.

Career Opportunities with Stefanini
In an ever-evolving technological landscape, could you be the next IT innovator? Join our team of talented problem solvers and creative thinkers, and help us re-engineer the world through digital transformation.

We encourage walk-in applicants!
Our recruitment hub is open from Monday - Friday except Philippine holiday, 10:00 AM - 6:00 PM. Please bring a copy of your updated resume to apply.

Awards and Recognition

Named Company of the Year by the Journal Informática Hoje 2017

Ranked the Most Innovative Company in the IT Industry by "Valor Inovação Brasil 2017"
• Received the Business Innovation Award at the 2017 Excellence in Southfield Awards & Reception

Perks and Benefits

Career Growth Prospects

• Paid Time Off (PTO)
• Paid Bereavement/Family Leave
• Maternity & Paternity Leave
• Single Parent Leave
• Life Insurance
• Medical/Health Insurance
• Medical, Prescription, Dental, or Vision Plans
• Employee Discounts
• Transportation Allowance
• Performance Bonus
About Recruiter
Stefanini Philippines
Skills I hire for Level I and II IT, Multilingual IT, and various support/corporate positions
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