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Senior Engineer, Aspect Workforce Management

at TTEC

Posted: 11/27/2019
Job Reference #: 02KC4
Keywords: architecture

Job Description

 

Is it time for a new challenge and change in your IT career journey?  Take a look at this position.  TTEC, is seeking a Aspect Workforce Management Senior Engineer to join our Technology Services team.
Why choose TTEC to enhance and broaden your career? We are just as passionate about providing ideal solutions to solving our client's business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are. Whether you're the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!
What you will be doing

TTEC is seeking an idealcandidate for a Senior level position as Workforce Management Engineer. Thesuccessful candidate will be responsible for assisting the team in supportingthe WFM (workforce management) Systems and their various associated application serverenvironments.  This individual will be responsible for the reliability,performance, functionality and uptime of the WFM system servers as well as theWFM suite of applications and their add-on modules and custom APIs that resideon them.  The successful candidate is required to be a proactive teamplayer that must uphold the core values of the organization, which includeintegrity, respect, personal accountability, creative initiative, teamwork andexcellence.

This role ensuresstability, integrity, and day-to-day performance of the WFM systems pieces fortheir users and stakeholders. The position provides WFM and systemsengineer-level technical support to the WFM system environments that the teamsupports for the GWFM department, WFM & RTA endusers they employ, along with the entire FTE population utilizing the web basedWFO (workforce optimization) application. This individual will operate under minimal supervision, withwide latitude for independent judgment. Candidate will serve as a team leaderand mentor to junior level Systems Applications Administrators.

PrincipalDuties and Responsibilities

  • Create, develop, manage and keep up-to-date system configuration, technical reports and documentation, processes, job aids and standards
  • Manage and maintain the WFM environments and all of their servers and the Aspect vendor application software in the production environment so that the services provided to end-users and clients meet current SLA objectives
  • Coordinates with Management and Technology Managers/Engineers to resolve issues relating to servers, hardware and third-party applications
  • Assure current IT security and audit methodologies are followed (I.e. - SOX, PCI)
  • Report status of systems and performance of servers to Manager or Director
  • Prioritize and respond to Service Desk tickets using discretion and independent judgment; provide timely response to escalations in accordance with service level agreements (SLAs)
  • Participates in root cause analysis, investigation and troubleshooting of incidents and problems and conducts remediation and actions to provide permanent fix or resolutions to issues
  • Capable of project managing complex technical projects, and communicating status to Customers and Project managers
  • Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements
  • Meet with business stakeholders and other technical team members to gather, analyze and translate business requirements
  • Meet with business partners to understand client needs and make recommendations for technical solutions to time keeping practices
  • Lead the administration of Aspect Workforce Management 19, 18.x applications and platforms, including database and table maintenance, application maintenance and upgrades, licenses, and platform maintenance and upgrades
  • Develops, modifies and maintains Aspect Workforce Management 19, 18.x applications configurations including but not limited to; maintaining real time adherence and notification servers, overseeing data import and export processes, conducting compliance audits, handling incidents and requests from the user base and consulting on integrations with other systems
  • Acts as IT consultant to other business teams on projects involving workforce management IT activities. Provides technical resource support for ancillary software
  • Creates technical documentation including requirements analysis, data flow diagrams, software/configuration specifications, operational procedures, and other related documentation
  • Responsible for all testing; Unit, System, Regression during Aspect WFM systems upgrades and enhancements
  • Work with a diverse customer base of internal clients across multiple countries to develop processes and solutions that increase and enhance productivity
  • Execute Aspect Workforce Management application administration tasks, including system configuration setting for Aspect and associated software application administration, troubleshooting, and system maintenance
  • Recommend improvements or changes to technical and functional designs where appropriate
  • Escalate to vendor for defect and incident resolution as required
  • Attain quarterly and annual objectives assigned by management
  • The above responsibilities are a highlight of responsibilities and not a full list. Other responsibilities may be performed as assigned

Other Dutiesand Responsibilities

  • Coordinate and collaborate with the GWFM group to ensure availability, reliability and scalability of the WFM servers in the various WFM systems to meet business requirements
  • Act as a project resource and work with project managers to assist with the design and review of new WFM server systems, and associated applications and hardware throughout project lifecycles; assist senior team members with architecting the server infrastructure required to support these projects
  • Participate in an on-call schedule

Experience andSkills

  • Minimum of 3-5 years of related technical back-end experience as WFM systems engineer
  • An experienced professional who possesses a comprehensive knowledge of Aspect WFM best practices and procedures, along with project and people management experience
  • Experience with Telecom Switches (Avaya, Cisco, VOIP) that are connected to the Aspect Workforce Management Software
  • Strong verbal and written skills
  • Strong analytical and problem-solving skills
  • The ability to work well with people from many different disciplines with varying degrees of technical experience
  • The ability to adapt to a dynamic, rapidly changing business and technical environment
  • Strong understanding of information system, database design, database tools, network security, Windows Server hardware and software platforms
  • Ability to speak, read & write additional languages is a plus but not required
  • Having WFM application suite use and functionality experience is preferred
  • Intermediate understanding and experience with Oracle databases, and SQL Plus, VMWare, Crystal Reports required.
  • Entry to intermediate understanding of Databases and data structures
  • Ability to clearly communicate with non-technical requestors and technical partners
  • Strong knowledge and experience in scripting, automation and architecture of server environments (PowerShell, VBscript, Batch)
  • Exceptional documentation skills
  • Excellent advanced troubleshooting skills
  • Mid to Advanced MS Excel (including macros, scripting, and commands)
  • Taking leadership on reporting and project execution and participating in strategic initiatives.
  • Aspect Workforce Management applications versions 19, 18.x and previous
  • Aspect RTA server
  • Aspect Terminal server
  • Employee Absence Notification
  • Workforce Optimization

Educations andCertifications

  • B.S Computer Science or Computer/Software Engineering or equivalent work experience
  • Microsoft Certified Systems Administrator/Engineer (MCSA, MCSE) preferred
If you are interested in applying to this position for consideration, please go ahead and click the apply button and submit your resume/CV.  

 


 

 

Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .#LI-WB1

 

 

Employment Requirements: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!