Job Description

Telecom Analyst/ Developer

Answer Financial is one of the largest online auto & home insurance agencies in the U.S., with over 390,000 policies in-force as of December, 2012. It helps to insure more than 1.3 million drivers and homeowners. Insurance shoppers in all 50 states can compare insurance prices from some of the more than 20 top-rated insurers that Answer Financial represents. Products offered through Answer Financial include: auto insurance, homeowners insurance, condo insurance, renters insurance, motorcycle insurance, RV insurance & boat insurance. In addition to buying insurance online, customers can buy over the phone with assistance from one of our licensed insurance professionals. Answer Financial is part of The Allstate Corporation (NYSE: ALL), the nation's largest publicly held personal lines insurer.

Job Description

The Telecom Analyst/Developer IV will focus on IVR and call routing applications, helping to determine organizational strategic needs and developing creative and innovative functional requirements. You will deliver clean and elegant working solutions for the IVR and speech recognition infrastructure. You will also design, implement, and maintain call flows directing incoming calls to multiple groups within the call centers, utilizing dynamic data-driven skills-based routing.Essential Job

Duties/Responsibilities:

• Meet with various departments to determine strategic telephony needs
• Develop IVR and call routing applications
• Maintain proper documentation of system configurations
• Keep abreast of current and new technology advances and their potential application for the company
• Assist in departmental projects
• Review reports and logs for problems and identify appropriate solutions
• Provide backup to other telecom and network engineers maintaining telephony hardware and software infrastructure and network hardware and software infrastructure
• Share in providing on-call technical support after hours and on weekends as needed

Qualifications

In-depth knowledge and understanding of call centers and Avaya telecommunications systems, including Communication Manager PBX/ACD, Avaya Aura Experience Portal IVR, Eclipse, and Avaya Application Enablement Services CTI

Knowledge of grammar design and development (GRXML), TTS, VXML, SMS, Java/JavaScript

Administration of Linux systems

Excellent analytical, reasoning, organizational, time management and problem solving skills; excellent oral and written communication skills including ability to interact effectively with executives, customers, vendors and department staff

Attention to detail and follow through including the ability to work swiftly and accurately to meet stringent deadlines

Ability to work in and constructively contribute to team work environment

Ability to maintain the confidentiality of information, and adhere to compliance and security considerations

Ability to prioritize and handle multiple tasks simultaneously

Occasional lifting and/or carrying of 20 lbs. or more English language fluency required

Optional:

• In-depth knowledge and understanding of Avaya Session Border Controllers, SIP gateways, voice mail / unified communications
• In-depth knowledge and understanding of Verint (Blue Pumpkin) workforce management and Verint QM call recording technologies
• Experience in Cisco, Citrix, Riverbed, Checkpoint, and other network technologies
• Experience in developing and deploying disaster recovery solutions

Education/Experience:

• 5+ years of direct experience
• BS degree in Computer Science BS desired
• Avaya certifications desired
• Experience with Microsoft Office Products (Word, Excel, Outlook, Access)

Additional Information

All your information will be kept confidential according to EEO guidelines.

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