WFO Expert

Job Overview

• We seek a seasoned professional with expertise in designing, building, deploying and configuring Work Force Optimization platforms.

About the Role:

• The ideal candidate will possess strong knowledge of WFO technologies, server components, desktop applications and telephony integrations.
• They will have excellent documentation skills, be self-directed and able to work independently to meet deadlines.
• In addition, they will participate in on-call rotation, communicate status of implementation projects and provide technical support as needed.

Key Responsibilities:

• Design, build, deploy and configure WFO platforms in multiple environments.
• Consultative ability to extract business requirements from clients.
• Possess strong command of WFO technologies, server components, desktop applications and telephony integrations.
• Develop and review best practice implementation processes.
• Perform training for customers on WFO server maintenance and PC client loading.
• Perform application upgrades on WFO servers.
• Provide on-site and remote support for hardware and operating system problems.

Required Skills and Qualifications:

• Work Force Optimization Certification.
• Minimum 5 years technical experience with Windows and Active Directory system administration.
• Strong experience with WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices.
• 5 years of WFO software installation, configuration and administration, especially in a multi-tenant cloud environment.
• Ability to troubleshoot issues within the above systems and consult on corrective measures.
• Experience in JAVA Enterprise and frameworks in addition to app servers like Tomcat, JBoss etc.
• Experience with the latest version of MS SQL: database structure, administration, performance tuning and scripting.
• Knowledge of Microsoft Windows Server operating systems and network topology.
• Knowledge of Linux OS's and associated technologies.