Tech Lead - Dallas, TX

Tech Lead

Location: Dallas, TX

Position Type: Full Time (No C2C)

Salary: DOE US Citizen, Green Card and GC EAD Preferred

Skills and Experience:

• 8+ years of industry experience working with contact center technology (financial sector preferred)
• 5+ years of technical experience with "hosted" IVR and advanced speech systems (Genesys a plus)
• Experience in managing large multi-site contact center implementations
• Experience managing development teams working with IVR & speech applications. Familiar with call flows from IVR to CTI for call routing and screen pop
• VXML based IVR platforms such as CVP, GVP, AVP/AEP, etc.
• Integration with the various back-end data systems, servers and adjuncts:
• Web technology and application servers (Tomcat, WebSphere, IIS, Apache, WebLogic, etc.)
• NICE, Genesys, etc.
• Web Services,
• Database via SQL, JDBC/ADO.NET (MS SQL Server, Oracle, Informix)
• Experience in writing technical design specifications for IVR and speech applications
• Experience in developing call flows for complex applications
• Successful track record of developing speech applications for contact center operations
• Strong understanding of natural language design and directed dialogue design techniques for speech applications
• Strong knowledge of IVR, speech engine, back-end, reporting, and CTI architecture
• Strong knowledge of various speech engine capabilities and tuning concepts
• Strong business analysis, requirements, design and documentation skills
• Ability to communicate both functional and technical concepts to the client
• Call recording, predictive dialing and WFM a plus
• International experience a plus
• Customer service skills a must
• Bachelor's degree or equivalent years of experience