Conduent Call Center Routing Engineer in Lexington, Kentucky

Call Center Routing Engineer

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

Call Center Routing Engineer

We are looking for a candidate who is strong with Conversions, Infrastructure. Strong Avaya and Contact Center, VDN, Routing experience, CMS.

The Call Center Routing Telecom Systems Engineer provides engineering support and consultation for the design, development, and implementation of technical solutions as well as operational support within the company’s telephony and contact center telecommunications environments. This is based on a complex multi-location, global, and multi-vendor and Avaya infrastructure that includes all voice systems, all call center technologies, PBX, ACD, reporting systems, voicemail, quality monitoring, computer telephony integration, screen pop, dialer, call routing within the network and telephony environment, IVR self-service system and application support, voice gateways and voice networks.

Advanced knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols is highly recommended to properly support the environment.

Will be responsible for coordinating strategies to ensure the integrity of in-house voice equipment and its associated network connections

The Telecommunications Analyst also maintains SLAs for all organizational telecom applicati ons

Job Responsibilities & Description:

  • The Dispatcher/Router is primarily responsible for routing trips to 3rd party transportation providers and handles coordination of pre-scheduled patient trips to medical facilities.

  • Assigning reservations to network transportation providers to ensure that vehicle resources are used most efficiently and effectively to meet client demand

  • Responds to service outages and production issues in timely manner.

  • Strong configuration and development background combined with reporting and analytics for the above systems.

  • Experience with routing, workflow, design, development and test to support CTI.

  • Responsible for the implementation, development, integration, testing, improvement, ongoing maintenance and future enhancements of contact center systems or interfaces

  • Works closely with the management, employees and vendors to resolve system/process issues

  • Analyze business requirements, system capabilities, and the end-to-end operating model to integrate and release new technology products, product features, services and applications into current end user service, process, and support models

  • Consult with business partners to elicit/evolve requirements to define the project vision and scope from both the client/caller perspective

  • Conduct Joint Application Design sessions when required

  • Identify and offer creative technical solutions for obstacles and problems

  • Functional testing of installed products or systems for requirements traceability

  • Serve as the principal conduit through which requirements and solutions flow between the Line of Business and Technology Development, Operations, and Support

  • Ensure a customer experience consistent with existing features, services, and applications

  • Actively consider and avoid potential issues with the release of new requirements/services

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Service Delivery Client Network Services

Primary Location United States-TX-El Paso

Other Locations United States-Utah-Sandy, United States-North Carolina-Morrisville, United States-Kentucky-Lexington

Organization ITS

Unposting Date Mar 25, 2019, 11:59:00 PM

Req ID: 18028058

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