Call Recording & Analytics Systems Manager
Attract, develop & engage a world-class workforce
For more than 30 years, TeleTech has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TeleTech designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.
Our capabilities include:
Design: Customer Strategy Services (CSS)
Enable: Customer Technology Services (CTS)
Manage: Customer Management Services (CMS)
Grow: Customer Growth Services (CGS)
Position Summary:
We are looking for a Systems Engineering Manager to manage TeleTechs Call Recording & Analytics platforms. The manager will lead the team in performing Application support, Application implementations, ensure Application functionality, Application testing and configuration/troubleshooting connectivity issues of Windows servers to ensure proper functionality. The Engineering and product management is for EyeQ360 (call recording software); OnePort (application portal for creation of other connected systems); Nexidia (voice analytics) and potential tools of this caliber in the future.
You will manage a Global team of Engineers who implement deployments of EyeQ360 software and EyeQ360 database upgrades which reside on Windows Servers. These Engineers also provide troubleshooting and administration of other call recording products like NICE/Witness on Windows Servers. They also have operational support responsibilities for the call recording systems.
The Systems Manager will be responsible for working with TeleTechs Sales Engineering teams in scoping new business and presenting our technologies to potential clients. You will also be responsible for working with Life Cycle Managers to help lead the product management, testing and development of these tools.
You will also be responsible for working with various Engineering teams and having a strong understanding of their technologies to help facilitate integration and troubleshooting efforts. These technologies include Oracle 11g, SQL 2012, Avaya / Cisco telephony systems, Dialogic, SIPRec, fundamentals of networking and firewalls, CRM, Security (PCI, HIPPA, PII,), Windows Server 2003, 2008, 2012, IIS, Windows 7 Thin clients and desktops, VDI, Microsoft Exchange, AD, Linux and sFTP.
Basic Qualifications:
BA or BS in a computer-related field, or equivalent experience with aptitude for certification in server administration
Experience performing / managing Application support and implementations in a Windows environment
Experience with managing troubleshooting application connectivity issues (LAN/WAN/Firewall, etc) required.
Experience in managing call recording and analytic solutions.
Experience in managing product development.
Experience in designing and engineering new software and hardware technologies.
Basic knowledge that allows for effective troubleshooting with other Engineering staff of the following technologies (Oracle 11g, SQL 2012, Avaya / Cisco telephony systems, Dialogic, SIPRec, fundamentals of networking and firewalls, CRM, Security (PCI, HIPPA, PII,), Windows Server 2003, 2008, 2012, IIS, Windows 7 Thin clients and desktops, VDI, Microsoft Exchange, AD, Linux and sFTP.
Excellent written and spoken communications skills (English); Must have the ability to communicate to both technical and non-technical audiences.
Self-motivated and able to accomplish tasks with minimal supervision
Excellent time management and ability to triage multiple, concurrent technical issues
Strong ability to multi-task and maintain multiple projects at once
Team motivated, especially when troubleshooting issues the entire team must be able to work with other groups (network, telecom, NT server team) to fix an issue, while avoiding finger pointing
