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System Integrator- Call Center Technology

Richmond, VA
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  • Job Code
    capitalone2-R33716
Company Capital One

Job Title: System Integrator- Call Center Technology

JobID: capitalone2-R33716

Location: Richmond, VA, 23261, USA

Description: West Creek 8 (12080), United States of America, Richmond, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



System Integrator- Call Center Technology



System Integrator / Senior Software Engineer



- Experience with the call center integration, desktop integration, application testing and troubleshooting and production support

- Demonstrate strong passion and capabilities in innovation and advancement in Contact Center technologies and concepts.

- Own the technical design and development of cross-functional, multi-platform application systems.

- Work with business partners, Supplier IT teams, and other groups to identify technical and functional needs of systems, and determine priority of needs.

- Analyze, define and document requirements for data, workflow, logical processes, hardware and operating system environment

- Prepare client documentation including Network designs, Network Assessments, Implementation Plans and post implementation documentation

- Assist with Contact center operation requests and trouble tickets on an as needed basis or on a scheduled rotation basis

- Responsible for key system design and integration decisions; and for communicating decisions to individuals implementing the system.

- Work with partners, call center suppliers, 3rd party vendors for Capital One

- Provide administrative and end user training for call centers / agents when needed

- Experience with network fundamentals including TCP/IP networking

- Collaborate with performing teams to deliver new capabilities in business applications and/or remediate issues.

- Provides guidance & working relationship with Network Analysts & Network Professionals

- Strong Production Support experience. Coordinating with multiple teams to lead and resolve the issues.

- Managing production support for Contact Centers / agents issues.

- Must be able to travel national / international contact center sites and for site builds

- Document test plans, validations and playbook for the contact center builds.

- Creation, analysis, and troubleshooting of IVR call flows and its role in a complex multi-component environment through visualization and orchestration.

- Design and development of solutions for contact center ACD deployed in multi-site environment in Avaya and Cisco technologies

- Experience in Avaya 1x, Cisco/UCCE, IVR, ACD Systems, CMS Feeds, CTI, IVR Development/Maintenance/Administration



Basic Qualifications:

- Bachelor’s Degree or military experience

- At least 3 years of Production support experience

- At least 3 years of experience in Contact Center technologies

- At least 3 years of experience technical design and delivery large scale contact center solutions

- At least 1 year of experience in VMWare/VDI, Avaya 1x, CISCO UCCE, CMS Feed, ACD Systems

- At least 1 year experience in Call Recording Technologies



Preferred Qualifications:

- Masters Degree

- 5+ years of Contact Center build experience

- 2+ years of experience in Agile

- 2+ years of experience in Salesforce

- 2+ years of experience in deploying cloud based Contact Center solutions



Work Schedule/Travel

Standard Meriplex business hours of 8:00 AM to 5:00 PM with the ability to have a flexible schedule due to work volume and proposal deadlines are a must.

Ability to travel up to 20% may be required based on project requirements.



At this time, Capital One will not sponsor a new applicant for employment authorization for this position.



Categories

  • Customer Service/Call Center

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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System Integrator- Call Center Technology

Capital One
Richmond, VA

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Capital One
Richmond, VA

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