CTI Application Analyst

Great-West is currently hiring a CTI Analyst to join our Corporate team of professionals. Position will be responsible for the ongoing support, modification and maintenance of CTI applications used to route calls to GWL Call Centers throughout the country. An understanding of enhanced switched telecommunications networking is desirable. Familiarity with call center business processes, and workflow management is helpful. Familiarity with GWL call center applications and data systems is a plus. Support and maintain the Geotel/Cisco CTI application used to route calls to the Regional One Centers. Recommend and implement modifications for Cisco CTI applications as directed. Coordinate with internal and vendor telecommunications staffs to assure prompt and accurate call delivery to call centers and centralized IVR system. Implement enhancements or corrections to the CTI software that resolve problems and increase call center efficiency. Deliver reports and analyze statistical data. Meet deadlines. Understand cause/effect relationship of proposed changes. Develop high level understanding of GWL telecommunications networks and IVR (Interactive Voice Response) systems. Develop working relationship with internal business partners and vendors. Communicate, assist and plan with management to ensure the most reliable and accurate production environments are available to the call center staffs. Trouble shoot and resolve applications and transport problems.

For more than 100 years, Great-West's strength, commitment, and values have endured the instability of financial markets and industry turbulence, and it is with confidence we can say we will continue to provide health care, financial solutions and investment management to meet our customers' needs for years to come. Great-West is a solid organization backed by strong financial ratings and exceptional employees. We will continue to strive to provide excellent service and affordable health care and savings options to help secure the financial future of Americans across the country.



Each year, we build on our past success. We stay focused. We take care of business, and we take care of our customers and our employees.





If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=257296-3-493