Programmer Analyst 3-IT-19000X3H
The Contact Center Support team is responsible for the global support of the Oracle internal contact center environments.
The Contact Center Support Engineer will be responsible for the following, but not limited to :
Day to day support and operations for the platforms as well as other call center and telephony functions across various lines of business within Oracle.
Define, document, maintain and enforce business processes and new operational support procedures for the current Global CallCenterAnywhere (GCCA) and Next Generation Contact Center (NGCC) environments and ensure compliance with change management processes
Manage and resolve Service Requests and escalations
Ensures that incident management processes are followed and works with team members to drive improvement.
Work with Service Design and Transition teams to initiate and collaborate on projects to enhance the platform and roll out the technology to more Oracle LOBs.
The successful candidate will have strong analytical, documentation and communication skills, be well organized and have the ability to work under minimal supervision in a global, technically complex environment to deliver premiere application, technical, and operational support to the Oracle contact center customer base.
Preferred Qualifications :
Experience with Genesys Contact Center
Prior Tech Support experience in a hosted software application or Call Center environment
Strong customer service skills and an eagerness to excel and be part of a dynamic team
Strong bias for action and ability to independently evaluate situations and identify best courses of action
Excellent judgment and the ability to handle escalated situations
Well-developed technical trouble shooting skills
Excellent written and verbal communication skills
Familiarity with basic Call Center operations and concepts
Familiarity with telephony technology concepts such as VOIP, SIP, TDM, SMS / 800 is a plus
General understanding of relational database concepts
Detailed Description and Job Requirements
Work with Oracle's world class technology to develop, implement, and support Oracle's global infrastructure.
As a member of the IT organization, assist with the analyze of existing complex programs and formulate logic for new complex internal systems.
Prepare flowcharting, perform coding, and test / debug programs. Develop conversion and system implementation plans. Recommend changes to development, maintenance, and system standards.
Job duties are varied and complex utilizing independent judgment. May have project lead role. BS or equivalent experience in programming on enterprise or department servers or systems.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.
This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).