Technical Lead, IT​/Tech, Technical Support

Technical Lead position. This is a Call Center infrastructure .

Other synonyms to look for: "Intervoice", "Media Server", "Interaction Composer", and "IVP" (although not Genesys IVP).

Even if some had Cisco (Audium) or Genesys (IVP) experience, there will need some training and hand holding because they would have to learn the platform and they will not be perceived as an SME since they would know so little about the platform. If they don't have this experience, they'll really need to have great soft skills and Java experience .

Phone interviews only

The Technical Lead will be responsible for performing the following technical roles:

Provide full-time on site technical leadership for Client and Convergys

The Technical Lead will be based on-site at Client’s office in Dallas, TX with optional periodic travel to Client sites as needed at their discretion.

Assist with the following Application Development Leadership tasks:

Technical Development Leadership of all active Convergys Application Development projects for Client.

Technical guidance on VXML and Java; with the ability to code if required.

Knowledge of Convergys Invision Studio and Convergys Intelligent Voice Portal.

5-10 years of experience as a Development Lead in an Enterprise Voice

XML environment .

Review and input into IVR solutions and associated middleware and back end integration .

Guidance on software installations, updates, and release management .

Consult on application changes, modifications and enhancements.

Participation and guidance in PS SLA achievement and monitoring.

Facilitate root cause analysis during emergency events, outages, system failures or system impairments. Provide coordination between Convergys and Client where needed.

On site presence to address Client technical needs and maintain regular communication with Convergys Real Care, Product Development, Hosted Solutions, and Professional Services organizations .

The Technical Manager will be responsible for performing the following:

Hold weekly meetings with Client Application Development Manager to report on status, research, and understand how to best assist the team.

Chair joint Client/Convergys review board to manage production defects. This board will review defects in Subversion and agree upon root cause, impact and corrective action for defects found in production in accordance with SLAs.

Notify Convergys Account Team and Professional Services management when Client seeks additional scope beyond current definitions.

Perform the role of Convergys support liaison.

Occasional long and/or irregular hours may be required.

Physical requirements include: sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling and the ability to lift up to 25 lbs.

Notify Convergys Account Team and Professional Services management when Client seeks additional scope beyond current definitions.

Perform the role of Convergys support liaison.