ISD Engineer III - Voice Applications Genesys Support
Company: Navy Federal Credit Union
Location: Winchester
Posted on: September 11, 2023
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Job Description:
Overview
To analyze and administer Voice Services systems associated
subsystems and equipment, including planning and implementing
systems/software upgrades, and conducting programming and
configuration changes.
Responsibilities
1. Analysis and Research
--- Investigate operational or business problems and propose
solutions
--- Ensure compliance with Navy Federal Credit Union ISD standards
and best practices
--- Solve business problems by defining the problem, interviewing
stakeholders, identifying and evaluating alternatives, and
presenting the findings
--- Present complete and organized documentation of processes,
systems, and data
--- Identify and analyze opportunities for new and/or improved
processes, data, or technology; provide clear picture of possible
outcomes
2. Process Definition
--- Define the core work definitions/operating model, demonstrating
the step-by-step life cycle of the process and document the
execution process flows
--- Leverage consistent templates, tools and organizational
strategy to define ISD processes and ensure practices and processes
are standardized and repeatable
3. Process Improvement
--- Identify and champion opportunities for new and/or improved
processes
--- Separates and combines tasks into efficient workflow to improve
operations and overall performance of supported processes
--- Participate in efforts to build the short and long-term
infrastructure of the respective business domain knowledge
--- Assist with evaluating and recommending changes to standard
Navy Federal templates and methodologies
4. Business Area Focus
--- Serve as liaison and/or subject matter expert in respective
business area
--- Collaborate constructively with peers, business units and/or
project teams, and vendors to ensure business needs are fully
communicated, documented and satisfied
5. Communication
--- Provide consistent, concise, relevant, reliable and timely
information to all appropriate internal and external
audiences/stakeholders through a variety of media
--- Ensures accuracy of information to enable effective business
decisions
--- Frame message in line with audience experience, background, and
expectations; uses terms, examples, and analogies that are
meaningful to the audience
--- Seek input from audience; confirm checks understanding;
presents message in different ways to enhance understanding
6. Voice Services Analysis Responsibilities
--- Plan, implement, operate and maintain Navy Federal's Voice
Platforms and associated subsystems and equipment
--- Research, analyze, and resolve problems and system events,
issues and/or program deficiencies
--- Provide consulting, support services and training to customers
(internal business groups)
--- Leads application implementation by monitoring and controlling
server software installation, system configuration/integration as
well as desktop client installation
--- Ensures system maintenance and monitoring; risk mitigation and
issue resolution protocols are strictly followed
7. Performs other related duties as assigned
--- May take on several components of a project or a complex
component of a project
--- Effectively contributes to team goals
--- Works beyond routine nature of tasks utilizing a specialized
knowledge and technology
--- Functions under general supervision from Resource Manager
--- Troubleshoots basic problems and recommends appropriate
actions
--- Provides assistance to team members in troubleshooting
--- Follows established procedures for working with external
vendors on projects
--- Uses independent judgment and discretion to determine or
recommend best course of action
--- Takes action to solve problems/issues that routinely arise in
areas of assigned responsibility, but may receive guidance or
expertise from higher-level staff on more complex problems
--- Support weekly and quarterly platform maintenances which may
include software changes and/or reboots
--- Respond to customer calls, emails, and other forms of
communications expeditiously
--- Present information to customer using telephone conferences and
written correspondence
--- Contact and coordinate vendor support for advanced issues that
require escalation
--- Works with the Change Advisory Board when change requests
arises
Qualifications
--- Bachelors in IT or equivalent job experience and training
--- Experience and Knowledge working with SIP implementations
--- Experience or Knowledge working with Contact Center Voice
Applications, IVR Call Routing, Call Recording, Outbound Dialer
Solutions,
--- Experience working in SQL Server databases and Reporting
--- Experience with creating and maintaining SOPs to improve
performance, flexibility, and accountability
--- Experience with on call and ongoing support
--- Experience performing Tier 1 and 2 level problem isolation and
root-cause analysis, and escalate as required
--- Strong attention to detail, excellent organizational skills,
and the ability to effectively communicate with all levels of
Management
--- A high degree of self-direction and self-motivation is a
must
--- Experience working multiple tasks simultaneously, prioritize
and work under pressure with tight deadlines
--- Experience managing vendor support services for advanced issues
that require escalation
--- Familiarity with the following systems:
--- PBX: Genesys 8.5 Architecture (Required) and Cisco
(Preferred)
--- Genesys CTI (Preferred)
--- Noble Outbound Dialer (Preferred)
--- Verint Call Recording and Workforce Management: Version 15.x
(Preferred)
--- Empirix (Preferred)
--- Blackchair (Preferred)
--- Programming Concepts: Java, Composer, J2EE, XML, Struts
Framework, C#.NET, ASP.NET, JavaScript, HTML, CSS, .NET Framework
3.5/4.0, Web Services, SOAP, WSDL, Visual Studio
--- Web Servers: Apache Tomcat 5.x, Weblogic 10.x, Websphere
--- Databases: SQL and Cassandra (Preferred)
--- Operating Systems: Linux and Windows (Required)
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA Heritage Oaks Drive,
Pensacola, FL Security Drive, Winchester, VA 22602 Remote
Navy Federal is now hybrid! Our standard enterprise requirement for
a hybrid schedule is to report on-site 4-16 days each month. The
number of days reporting on-site will ultimately be determined by
the employee's leadership and business unit needs. You will learn
more throughout the hiring and on boarding process.
About Us
You have goals, dreams, hobbies, and things you're passionate
about-what's important to you is important to us. We're looking for
people who not only want to do meaningful, challenging work, keep
their skills sharp and move ahead, but who also take time for the
things that matter to them-friends, family, and passions. And we're
looking for team members who are passionate about our
mission-making a difference in military members' and their
families' lives. Together, we can make it happen. Don't take our
word for it:
--- Military Times 2022 Best for Vets Employers
--- WayUp Top 100 Internship Programs
--- Forbes 2022 The Best Employers for New Grads
--- Fortune Best Workplaces for Women
--- Fortune 100 Best Companies to Work For
--- Computerworld Best Places to Work in IT
--- Ripplematch Campus Forward Award - Excellence in Early Career
Hiring
--- Fortune Best Place to Work for Financial and Insurance
Services
Equal Employment Opportunity: Navy Federal values, celebrates, and
enacts diversity in the workplace. Navy Federal takes affirmative
action to employ and advance in employment qualified individuals
with disabilities, disabled veterans, Armed Forces service medal
veterans, recently separated veterans, and other protected
veterans. EOE/AA/M/F/Veteran/Disability
EOE/AA/M/F/Veteran/Disability
Disclaimers: Navy Federal reserves the right to fill this role at a
higher/lower grade level based on business need. An assessment may
be required to compete for this position. Job postings are subject
to close early or extend out longer than the anticipated closing
date at the hiring team's discretion based on qualified applicant
volume. Navy Federal Credit Union assesses market data to establish
salary ranges that enable us to remain competitive. You are paid
within the salary range, based on your experience, location and
market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal
policies and procedures, and regulations pertaining to the Bank
Secrecy Act.
Keywords: Navy Federal Credit Union, Leesburg , ISD Engineer III - Voice Applications Genesys Support, Engineering , Winchester, Virginia
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