Prudential GBTS Voice Engineering Department, has a full-time position available for a Senior Specialist supporting the Computer Telephony Integration (CTI) and Advanced Voice Technology team with focus on support of business analytics applications for enterprise call center customers.
The business analytics applications provide call center leaders with tools that enable their organizations to optimize their workforce, improve business process and improve the customer experience. These tools are designed to enhance customer loyalty, mitigate risk and manage operational costs.
Principal Duties and Job Responsibilities:
Responsibilities include implementation and on-going support of speech analytics, desktop process analytics and workforce management platforms at Prudential. In addition to core engineering and application development functions, this individual would be responsible for the following:
Acts as a technical resource to our business partners in all phases of the development and implementation process. May also assist with incident and problem resolution.
Participates in systems design sessions to assist in defining application functionality based on the analysis of the business requirements.
Manages system enhancement and upgrades.
Conducts integration testing and maintains lab systems.
Works closely with development and QA partners.
Assures adherence to change management processes and security standards.
Engages in vendor relationship management.
Maintains system technical and application support and standards documentation.
Engages in physical infrastructure maintenance (coordinates work activities with server and network operations team).
Bachelor’s Degree in Computer Science or equivalent experience preferred.
Strong SQL programming experience required.
Verint Systems experience preferred.
Avaya PBX, Application Enablement Services and ACD experience.
Experience with engineering and operational support of Call Recording, Quality Monitoring, Speech Analytics and Desktop Process Analytics applications preferred.
System design, development and analysis skills with the ability to work independently.
Operating Systems and Servers (e.g. Windows 2012 Server, Linux RHEL) management experience.
Project Management experience with large enterprise engagements.
Skilled with Microsoft Office Suite, including Visio and Project.
Strong written and verbal communication skills with the ability to effectively communicate with all levels of the organization, including experience expressing business, technical, and information security details.
The ability to multi-task, define, track and resolve issues and escalate issues appropriately.
Strong organizational and problem solving techniques, with a strong attention to detail.
Ability to work across organizations to integrate requirements and deliver work as per a defined schedule.
Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.
We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.
Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.
Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at email@example.com for more information about doing business with Prudential.