Job Title Information Engineer (HDI and PMP certification preferred)
Location Vienna, VA A P Ventures is the prime for the SEVIS Level 2 contract.
Tasks and Duties
This role is responsible for all IT operations and enhancements at the SRC, primarily focused on the telephony system that is currently on the Avaya platform.
Will use Avayacall center telephony features such as Call Back Assist (CBA), reporting and metrics, call recording, auto surveys, etc.
Analysis and project management experience is needed to complete research on issues and enhancements.
Will be responsible for driving enhancements through to implementation.
Required Skills Bachelorrsquos Degree and specialized experience supporting a multi-tierlevel Call Center required.
HDI Certification is preferred but not required.
In addition to the education requirement the Information Engineer will also have a minimum of five (5) years of experience performing ad hoc analysis and standard reporting requests with data gathered from different sources andor like complexity are required.
Acceptable specialized Information Engineer experience shall also include bull Knowledge of enacting actionable recommendations bull Knowledge of coordinating with internal stakeholders and vendors to set up, test and document required components of Desktop Screen- PopSoft-Phone applications, workforce management, and real-time and historical reporting systems bull Knowledge of serving as a liaison between multiple business units and key stakeholders to resolve call routing issues, support system upgrades, and execute integration testing bull Knowledge of preparing, consolidating, and analyzing daily, weekly, monthly, and quarterly reports bull Knowledge of scheduling and attending weekly meetings with various levels of management bull Knowledge of recommending process, procedure, and call-flow changes to increase routing accuracy and customer satisfaction bull Knowledge of meeting KPIs, SLAs, andmetrics bull Knowledge of maintaining and upgrading support tools and telecomCall Center reports bull Knowledge of SQL Server (e.g., maintenance, queries, analytics)
Additional Required Knowledge and Skills bull Ability to manage a technical operations group in a large, complex application environment bull Ability to demonstrate knowledge and understanding of Call Center Operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMSText, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software bull Ability to demonstrate knowledge of current principles, practices, and techniques of oral and written communications bull Ability to demonstrate working knowledge of call center concepts and telecommunications technology bull Ability to educate and inform senior management and Federal staff on various alternatives bull Ability to manage multiple deliverables under extreme time constraints bull Ability to demonstrate proficiency with the following applications Microsoft Office Suite, SharePoint, Microsoft Dynamic, Project and Content Management Systemsbull Ability to create pivot tables using Microsoft Excel bull Ability to adapt to changing environments and to apply creative solutions to various challenges bull Ability to demonstrate analytical skills bull Ability to work independently on various projects and task bull Ability to plan, organize, and structure work bull Ability to ensure that various appropriate infrastructure elements, including documents, outageincident tracker, equipment tracker, periodicals, manuals, etc. are kept up to date and available About A P Ventures A P Ventures is an Equal Employment Opportunity employer.
All qualified applicants are considered without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
MinoritiesFemalesVeteransDisability candidates are encouraged to apply.
Qualified military veterans are encouraged to apply.www.apvit.comhttpwww.apvit.com
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