Technical Analyst - Call Center

Technical Analyst ? Call Center

 

The Call Center analyst will provide technical planning, consulting, analysis, design, development, testing, implementation and daily support of Call Center infrastructure and systems.

 

Job Description: 

 -Provide technical support and analysis on infrastructure related projects and for the production  

environment.

- Develop recommendations or solutions for upgrades, improvements, and strategies to ensure a stable,

available, and protected technical infrastructure.

- Research and consult with resources and industry experts to ensure the effectiveness and efficiencies of

infrastructure.

- Monitor, capacity plan, measure, and test new products and services being installed on the infrastructure.

- Assist in acquiring, licensing, and supporting new infrastructure products.

- Develop and maintain infrastructure documentation such as design specifications, user manuals, technical

manuals, and methodology documentation related to all environments.

- Coordinate any activities, tasks, or efforts that could impact our technical infrastructure.

- eGain Product Suite Level 3 Support

- Provide needed support for eGain Product Suite for critical contact center customers Enterprise-wide

- Implementing a Knowledge Management System for internal or external call centers

 

- Definition of Knowledge Management is the conscious strategy of getting the right knowledge to the right

people at the right time and helping people share and put information into action in ways that strive to  

improve organizational performance

 

Required Skills:

- Ability to learn and apply Java, Client-Server, and Server Type Ownership skill for contact center  

application product suite eGain Product Suite

- Ability to develop, implement and maintain State Farm and/or third party products for enterprise use in

incident and change management.

- Analysts need a variety of languages, including VB Script, HTML and Javascript.

- Client/server computing is essential