This position will be responsible for delivering high level designs for Contact Center
applications, including CTI, IVR, and CRM. The incumbent will be required to provide input to
the strategy and roadmap for Contact Center applications involving customer communications for
all channels, including voice, chat, web callback, and e-mail.
A key component to this job function is to design and implement integration of all contact
channels with other applications in the Contact Center. This includes integrating with
applications such as Customer Relationship Management, Quality Monitoring Tools, Workforce
Management, on-line support web sites, and third party reporting tools.