Contact Center Technical Analyst


Description
Alagasco, the largest natural gas utility in the state, has an immediate opening for a Contact Center Technical Analyst in our Birmingham Information Technology (IT) Department.

Responsibilities include:

   Contact Center Technology Management

• Responsible for the deployment, monitoring, maintenance, development, upgrade, and support of all Contact Center voice and data communication systems, software and associated hardware.
• Assists with the development of business case justifications and cost/benefit analyses for IT spending and initiatives associated with the Contact Center.
• Determines Contact Center requirements by examining business objectives
• Recommends the purchase of equipment and services in order to meet operational requirements of the Contact Center
• Conducts research and remains current with the latest technologies and solutions in support of contact centers.
• Contributes to Contact Center Success through effective use and performance of the Contact Center software, hardware and wide area network (WAN), local area network (LAN), voice communications, computer telephony integrations (CTI), automatic call distribution (ACD), and interactive voice response (IVR) requirements and technologies.

   Problem Diagnosis and Resolution

• Troubleshoots and resolves problems with Contact Center applications including IVR, Virtual Hold, Symposium, Agent Greeting, Verint IC Web, phone transfers and logins, and customer web and e-mail problems.
• Coordinates the involvement of internal departments and third party vendors to resolve problems and restore applications.
• Regularly tests the IVR to ensure options that require transfers are working properly.

   Reporting Duties:

• Develops reports to capture customer acceptance of the IVR system and assists Contact Center management in coordinating changes to improve customer service options.
• Administers, maintains databases and develops reports as requested by Contact Center management.

   Network Related Duties:

• Maintain knowledge of evolving system hardware, protocols and standards required to support voice and data over diverse networks and applications including MPLS, Quality of Service (QoS), and Voice over IP (VoIP).
• Makes use of network management applications such as NetQoS, Mazu and PVQM to identify and isolate potential Contact Center network problems.
• Work with other members of the IT Communications team to assure that the telecommunications network and systems are secure, cost effective, maintainable, and add value to the corporation. Also to assist as required with telecommunications problems and their solutions.

Requirements
The qualified applicant will have a  bachelor’s degree in computer science, engineering, business and 3+ years of experience with voice and data communications.  . In lieu of degree 5+ years of work experience in the previous disciplines will be considered.   Qualified applicants must have a work history that shows experience with of voice and data hardware and of WAN/LAN network configuration and design. 

We offer a highly competitive salary and a bonus plan with a complete benefits package.


By clicking below, you will be redirected to the Energen Career Center which administers job openings for the Energen family, including Energen, Energen Resources and Alagasco.

An Equal Opportunity Employer