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Norfolk, VA
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Job Details

Company ADP USA

Job Title: TAM III

JobID: adp-5000180044306

Location: Norfolk, VA, 23509, USA

Description: You have one of the most important positions at ADP: Keeping our technology solutions performing for our 600,000+ clients and 57,000 associates around the globe. As part of the GETS team (Global Enterprise Technology Solutions), our mission is simple: Keep people productive by building solutions they want and keep them smiling with our awesome service. #winning What's our secret sauce for success? Well, that's easy. It's our growing team of fantastic associates who make it all happen. We're collaborative, fast-paced, transparent, fun and expect the same from you. Your ideas matter and your impact can be felt from the moment you arrive. So, are you ready to get in on the ground floor of something great? Awesome... ADP has an opening for a Systems Engineer (Voice Support) for our Norfolk location! This position is responsible for:
* Partnering with the Development team to drive successful day 2 support of IVR specifications.
* Analyze the performance of the user interface with regards to metrics and caller experience.
* Providing in-depth technical knowledge and troubleshooting skills for all IVR applications.
* Delivering IVR user interface operations documentation aligning backend interfaces to support business functionality and application development
* Support Voice application integration and support of technology related to ADP's Client Services Platform from both a voice and data perspective.
* Must be well rounded with experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, Computer Telephony Integration (CTI), Call Routing, Virtual Hold Technology (VHT), Workforce Management, Call Recording, and VoIP Technologies
* Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
* Excellent written and verbal communications skills.
* Ability to work in a fast-paced environment
* Flexible and Professional
* Solid Organization Skills
* Excellent interpersonal skills; team player
* Working closely with business units to gain in-depth understanding of business issues.
* Acting as a subject-matter expert in the IVR Contact Center Domain.
* Experience in supporting call flows for complex applications including data driven interactions and Contact Center routing of calls, email and web chat interactions
* Heavily involved in Problem and Capacity Management. #cb# #LITECH

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