Summary of Primary Job Responsibilities:
§ Meet with Operations and existing Sitel clients to gather IT requirements for IT changes and program enhancements. Based on client requirements design client solutions that are effective, supportable, and cost effective to Sitel standards.
§ Provide IT consulting and proactive solution designs to established client to produce more effecting and efficient IT solutions-motivated by Sitel business needs, Client requests, and proactive engagements.
§ Provide IT pricing to Sitel management for all solutions, including all capital expenses, operational
IT expenses (licensing and PSO), level of effort and ongoing charges for existing business and change request to existing business.
§ Work closely with the IT subject matter experts to design solutions that meet Sitel standards. This includes understanding local/regional technologies infrastructure in each arena.
§ Participate in ECM meetings offering feedback on requests and following up with technology owners to assemble IT Solution documentation.
§ Review Statements of Work (SOW), Master Service Agreements,(MSA), and change requests for accuracy for proposed IT solutions.
§ Maintain a working knowledge of new and cutting edge call center and IT technologies.
· BA or BS in Computer Science, MIS or similar program – or equivalent work experience. Contact Center tool certification a plus.
§ Client Implementation, including requirement gathering, design, implementation, testing, and launch a plus
§ Individual System Solutions including requirement gathering, design, implementation, testing, and launch a plus
§ Understanding of Sitel IT processes and the ability to provide the Sitel Operations and internal Account Management teams with IT support.
§ A complete understanding of a multi-site business process outsourcing environment and all contact center tools.
§ Must be comfortable presenting and communicating with internal and external clients in person and on the phones with professionalism and tactfulness.
§ Understand the cost of hardware, software and level of effort to implement IT Solutions.
§ Ability to use MS Office full and Visio
§ Functional knowledge in one or more of these areas:
§ Functional Knowledge of contact center ACD deployed in mulit-site environments using best in breed technologies- Preferably Avaya S8XX ACD, Cisco UCCE, Nortel Succession, and Aspect platforms.
§ Knowledge of Networking protocols and Telecomm carrier solutions - including MPLS, ATM, and Frame Relay, Voice- TDM, VoIP, SIP, H323 and network feature.
§ Knowledge of Computer Telephone Integration and enterprise routing solutions- Specifically Genesys, Cisco ICM, Avaya CT,
§ Experience with IVR solutions (both premise based IVR and hosted IVR platforms.
§ Knowledge of CRM Solutions - preferably RightNow CX, Siebel, and SAP.
§ Strong understanding of Windows Active Directory, virtual desktop, VM Ware architecture, server hardware, AIX, Linus and Windows server operating systems.Special Certifications: