Computer Telephony Integration Support Engineer ACS Business Process Solutions de México 13 ago

ACS, a global FORTUNE 500 company with 62,000 people supporting client operations reaching more than 100 countries, provides business process outsourcing and information technology solutions to world-class commercial and government clients.

May perform one or more of the following:

· Plans, designs, configures, tests and implements Computer Telephony Integration (CTI) call center solutions ,

· Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.

· Translation of detailed supporting information on Human Resources business processes into Customer Relationship Management Tool (CRM) development specifications;

· Works with networking technical groups to integrate call center applications to be available across complex wide area and local area networks

· Developing and/or re-engineering of highly complex telephony components; Integration of software packages, programs and reusable objects residing in multiple platforms;

· Supports/troubleshoots application problems.

· Requirements definition of detailed CTI middleware and hardware requirements;

· Development of CTI middleware solution;

· Coordination with vendors to install and integrate systems as required.

· Develops and evaluates application performance criteria and measurement methods.

· Able to support multiple client business groups & projects concurrently.

· Perform application training to business users prior to deployment of new application functionality.

· Development and maintenance of call center Crystal Reports

· Maintenance of these systems may require extended and/or off-hours support time.

· All other duties as assigned.

Education and Typical Years of Experience:University degree or its equivalent in education and experience.CTI Support Engineer
Demonstrated ability to handle multiple high visibility tasks and communicate in English effectively through voice and email. Perform incident dispatch, escalation, and notification based upon established criteria. Perform remote site troubleshooting and coordination including data communication equipment fault isolation based upon defined business/service hours and site support requirements. Perform incident management procedures from initial detection to resolution. Must work well in a team environment. Service Center experience desired. Change / Incident management experience desired.

Specific Requirements:Knowledge of Microsoft Server Operating Systems, Avaya & Contact Center Express and other related system support tools needed, Web technologies , ASP.Net, Visual Basic, SQL Server 2000/2005, Crystal Reports development

Please send your resume to tomas.diaz@acs-inc.com