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Introduction

IBM CIO's mission is to accelerate technology platform transformation, driving overall productivity of every IBMer. The CIO Contact Center Services (CCCS) team offers a shared contact center platform service, providing global business units with a consistent, centrally managed solution contact center solution for any size contact center.

The CCCS team is looking for a Five9 Contact Center Technical Architect to manage architectural-level projects and support daily operations of the Five9 Contact Center offering. The role involves deploying customer solutions, troubleshooting technical issues, and ensuring service availability. The ideal candidate will have experience in technical project management, problem-solving, and a proactive approach to administration. The position suits someone eager

Votre rôle et vos responsabilités

Principal Duties and Essential Responsibilities:

  • Implement, troubleshoot, and support the Five9 contact center software solutions in a wide array of configurations and customer environments, while adhearing to best practice guidelines.
  • Review Contact Center designs and evaluate the efficiency of the recommended
    configurations.
  • Test IVR/Callflow configurations and Perform MACD (Move/Add/Change/Delete) tasks.
  • Provide, where possible, customized training to ensure customers have a
    comprehensive understanding of these solutions.
  • Manage multiple implementation projects simultaneously, Design and Implement Five9 Contact Center solutions.
  • Identify underlying causes of a problem, including problem identification and classification.
  • Diagnose problems accurately and work to find appropriate solutions in a timely manner.
  • Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
  • Work within a 24x7x365 support environment.
  • Job requirements are subject to change based on management discretion.
Formation requise
Licence
Expertise professionnelle et technique requise

Minimum Requirements:

  • At least 5 years of professional work experience, with a minimum of 2 years in Architect support position.
  • Knowledge of Contact Center Operations. Applicants with experience deploying and/or managing Five9 Contact Center solutions are preferred.
  • Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
  • Knowledge of Core Networking protocols such as TCP/IP and the OSI Model.
  • Working knowledge of Microsoft Office products (Teams, Excel, Word, PowerPoint, Visio, etc.)
  • Working knowledge of Jira and Monday.com for project tracking activities.
  • Strong foundation in system administration, troubleshooting, analytical
    thinking, and problem-solving skills.
  • Experience in technical writing, documentation, and business presentations
  • Excellent verbal and written communication skills in English..
  • Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
  • Periodically work flexible hours to meet customer needs and escalations
Expertise professionnelle et technique préférée
  • Understanding of Contact Center concepts and Solutions.
  • Experience in supporting and implementation of AI and automation systems
  • Must possess strong technical call center skills preferably in a technical Architecture VOIP role.
  • Must posess Customer Facing and Project Management skills.
  • Functional Knowledge of Verint Workforce Management, Salesloft, Salesforce and CRM’s.
  • Familiarity with REST APIs and related applications (e.g., Postman, Insomnia).
  • Working knowledge of Python, JavaScript, and HTML scripting
  • Experience with SaaS model and applications,  a plus.

À propos de la Business Unit

La fonction IBM Finance est chargée d'impulser la performance et la transformation de l'entreprise.  Nous sommes les régents financiers d'IBM, nous définissons la stratégie financière d'IBM, nous élaborons de nouveaux modèles de gestion, et nous atténuons le risque pour l'entreprise. La création de valeur métier vous passionne ? Rejoignez notre équipe à la comptabilité, à la planification financière, à la tarification, aux contrôles métier, à la fiscalité, à la trésorerie, au développement d’activité (acquisitions et cessions), et au financement international.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

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