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Contact Centre Technology Analyst Developer

IT Department

Chill Insurance is currently on the lookout for a Contact Centre Technology Analyst Developer to join our Team. We are looking for a person who can inspire and deliver results and wants to progress within the organisation.

This position will require working in a collaborative team environment and very closely with the Contact Centre Operations function to maintain the various InIn platform modules and services, including Dialler, Scripter, ICBM, Recorder, Optimizer and the wider InIn Desktop Client as well as IVR configurations, in consideration of the Contact Centre Operations objectives and industry best practice.

The position is a full-time, permanent role located at our offices in Sandyford, Dublin 18.

Key Responsibilities

  • Design Authority and Technology Roadmap owner for the Contact Centre Operations InIn telecommunications and campaign management platform.
  • Validate requirements from Contact Centre Operations for analysis, design, and build/development of signed off solutions – e.g. Campaigns, UI enhancements, etc.
  • Configuration of InIn Desktop and IVR structures including inbound & outbound call flows as well as work groups, user set up/assignment as required for projects and day to day business operations.
  • Providing end user support, trouble shooting of incidents affecting the InIn platform and managing end to end resolution of incidents where 3rd party input is required including InIn partners and/or InIn directly.
  • Supplier management of 3rd parties contracted by Chill to provide support services, including application development, enhancements, fixes, upgrades, patches for the InIn platform, licensing as well as end user queries in accordance with the terms and/or Service Level Agreements put in place for these services. This may involve regular meeting with these suppliers including InIn directly.
  • Qualifications

    • Minimum of Associate’s Degree

    Experience

    • Five plus years in Information Technology, or Three years in a Call Centre role that includes administration of contact centre systems, or One year administering Telephony systems such as PBX and AC
    • Experience with call routing and ACD
    • Experience with VoIP
    • Experience with Windows Server Administration
    • Technically Proficient in Interactive Intelligence CIC v4.0, including Dialler, Recorder, and Optimizer.
    • Familiar with other VOIP and cloud providers
    • Familiar with Reporting and in particular Interactive Intelligence ICBM
    • Familiar with workforce management
    • Familiar with basic Public Switched Telephone Network features and circuits, including:
      • DNIS
      • ANI
      • T1 and DS3 circuits
      • VoIP and SIP protocols
      • PSTN call routing
      • Knowledge of the insurance industry is desirable.
      • Previous Administration/Development Experience with any of the following systems would be an advantage
      • Genesys
      • Avaya
      • Nortel
      • Siemens
      • Aspect
      • Cisco

    Skills

    • Excellent communication (written and oral) and presentation skills.
    • Superior analytical and problem solving capabilities.
    • Ability to work under pressure.
    • Customer and service orientated.
    • Solutions orientated.
    • Attention to detail.
    • Demonstrable aptitude for learning, becoming familiar and taking control of new environments.
    • Organised and effective at prioritizing.
    • Team player. Considerable emphasis will be placed on this ability.

    What can you expect from Chill?

    • Competitive Salary
    • A very convenient and well connected location in Sandyford Industrial Estate which is close to the Luas, M50 and major Dublin Bus routes.
    • A fun and modern office space with excellent facilities and unlimited tea and coffee.
    • Great staff sports & social events.
    • Cycle to Work Scheme
    • Graduated holiday Leave entitlement linked to your service capped at 24 days annually

    If you would like to join our team, or would like to find out more about the role, please send an email to careers@chill.ie. Before applying, please take a look at our privacy policy.