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Techno Functional consultant within Interactive Intelligence (ININ) platform with 10+ years of experience.
ININ (on premise) will be connected to an Oracle Service Cloud (OSC) system, potentielly including a CTI tolkar.
The assignment will include responsibility for designing and setting up the communication platform (Phone, mail and chat) and make it work together with OSC (together will OSC functional consultants).
Assignment is on site in Sweden, but will include travel globally.
Skills & Experience
- Extensive working knowledge of Workforce Management (WFM) applications and tools. Must be able to effectively administer and configure the ININ platform. Must have initial understanding of specific call center software (ex. voice telephony, online chat) ; ongoing proficiency with companyrsquos specific applications (ex. ININ) is required. Proficient with email, collaboration, and office productivity software. Exposure to business network infrastructure.
- 3- 5 years of related IT experience in a Network Support , Administration position within sales, customer service, eCommerce, and, or call center industries
- 2 years of experience working with ININ (CTI technology) , including Work Management Systems
- Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies
- Experience preparing reports, forecasts, trends, and recommendations for the team and senior management
- Extensive work experience with telecommunication services, system upgrades, and new implementations