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Call Center Technology Consultant
First Horizon National Corporation
Knoxville, TN, United States
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Description
Position Overview:
The Call Center Technology Consultant must be innovative, energetic, and driven to provide our customers an end-to-end amazing customer experience. The successful candidate will function as a senior collaborative member on a team of business analysts and developers focused on delivering scalable, high quality, high performing technology solutions. The Call Center Technology Consultant will be responsible for the development, maintenance, and support of our Customer Contact Desktop based on Cicero, as well as our CIC IVR and several custom applications. In this role, the selected candidate must be able to work independently or part of a team to meet the company’s goals through the analysis, design, implementation, and use of application software.
Requirements
Job Requirements:
• “Get it done” attitude
• High energy with a ‘take charge’ and ‘make it happen’ attitude
• Must be customer focused to understand and appropriately respond to customers' business needs
• Available for on call support 24x7
• Possess a strong sense of ownership for achieving results
• Strong oral and written communication skills
• Prior experience working in a dynamic, fast-paced environment
• Team Player
• Must love solving complex problems
• Advanced problem solving and debugging skills
• Passionate and inquisitive approach to the technology driven world
• Passionate about metrics and top performing applications; must have a desire to maximize the efficiency of our existing systems to optimize performance (response time and availability)
• Demonstrated critical thinking skills, ability to accurately analyze information, and make sound decisions
• Exhibit a passion to streamline common activities (automate)
• Experience in reviewing application design and ensuring conformance to company specific enterprise architecture
• Ability to independently drive solutions while working with multiple teams
• Experience leading technical design sessions
• Experience in interacting and coordinating with vendors
• Experience in verification and validation
• Experience leading and mentoring junior developers
• 10+ years’ experience preferred
• Bachelor's Degree in Computer Science, MIS, or a related field or an equivalent combination of education, training, and experience
• Perform additional duties as assigned
Required Technical Skills:
• Expertise in .Net (C#, VB)
• Expertise in Microsoft SQL and relational databases
• Expertise with SOAP and REST web services
• Strong understanding of SDLC and software development methodologies such as Waterfall and Agile
• Experience with Application Performance Tuning
• Advanced Microsoft Excel, Word and PowerPoint skills
• Advanced knowledge of source control and change control practices including a propensity to adhere to the established standards
• Experience with build automation and deployment tools (TFS, Subversion (SVN), Jenkins, MSBuild, etc.)
• Development experience with Windows and web applications deployed in complex, multi-tiered environments
• Cicero experience is strongly preferred
• CIC IVR experience is strongly preferred
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