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Telephony Technical & Application Management Specialist II


Norfolk, VA
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  • Customer Service/Call Center
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Job Details

Company ADP USA

Job Title: Telephony Technical & Application Management Specialist II

JobID: adp-5000180037806

Location: Norfolk, VA, 23509, USA

Description: At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility. ADP is seeking candidates for Operation support with the focus on Interactive Voice Response (IVR) applications, Call Routing, Chat, and other related technologies. Knowledge of Call Center Technologies, such as Speech Recognition and Voice Biometrics. 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 Additional Respons:ibilites:
* Educating Business Units on best practices around speech applications
* Develop testing procedures
* 3+ years industry experience Voice Technology applications and Self Service solutions
* Working knowledge of diagnostic tools
* Heavily involved in Incident and Problem Management #LITECH #CB#

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