Lead Application Support Engineer – Integrated Voice Recognition
Category: Software Development/ Engineering
Main location: United States, Pennsylvania, Pittsburgh
Alternate Location(s): United States, Texas, Dallas
Position ID:J0923-1855
Employment Type: Full Time
Position Description:
We are looking for a Lead Application Support Engineer to join our onshore application support team! As the Lead, you will manage the Integrated Voice Recognition application and Avaya voice portal applications for a banking client. The infrastructure is associated with other third-party call center technologies like Verint system. You will be a part of a team-oriented and collaborative environment.
Your future duties and responsibilities:
• Developing and Supporting Mix and Experience in Installation and configurations
• Integrating IVR applications with database and Web Services
• Supporting IVR Systems like Avaya Voice Portal and Voice Portal Management System Configurations.
• Supporting Call Center Technologies like Nice, Verint System.
• Maintaining and troubleshooting the Avaya and Genesys Call Routing system.
Required qualifications to be successful in this role:
• 3 years of Experience in Avaya IVR Development, Configuring and troubleshooting IVR applications and Configuring Voice Portal Management Systems
• Experience with Verint Systems is a huge plus!
• Experience in voice applications on Avaya Platform like Avaya Dialog Designer, Avaya Voice Portal/Experience Portal.
• Understanding of Call Vectors and deployment of Call Flows.
• Knowledge of integrating IVR with telephony interfaces (ACD and Genesys CTI).
• Experience with Linux, Unix, Genesys CTI and Oracle DB.
• Deep technical, logical, and analytical skills.
• Ability and initiative to learn and research new concepts, ideas, and technologies quickly.
• Ability to translate an idea or need into a completed solution or work product.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $84,000 – $198,400.
At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:
• Competitive base salaries
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
• 401(k) Plan and Profit Participation for eligible members
• Generous holidays, vacation, and sick leave plans
• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more
#LI-KK2
Skills:
- Applications Administration
- Oracle DBMS
What you can expect from us:
Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today – one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI – where your ideas and actions make a difference.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.