Telecom Analyst/DeveloperAnswer Financial is one of the largest online auto & home insurance agencies in the U.S., with over 390,000 policies in-force as of December, 2012. It helps to insure more than 1.3 million drivers and homeowners. Insurance shoppers in all 50 states can compare insurance prices from some of the more than 20 top-rated insurers that Answer Financial represents.
Products offered through Answer Financial include: auto insurance, homeowners insurance, condo insurance, renters insurance, motorcycle insurance, RV insurance & boat insurance. In addition to buying insurance online, customers can buy over the phone with assistance from one of our licensed insurance professionals. Answer Financial is part of The Allstate Corporation (NYSE: ALL), the nation's largest publicly held personal lines insurer.Job DescriptionThe Telecom Analyst/Developer IV will focus on IVR and call routing applications, helping to determine organizational strategic needs and developing creative and innovative functional requirements.
You will deliver clean and elegant working solutions for the IVR and speech recognition infrastructure. You will also design, implement, and maintain call flows directing incoming calls to multiple groups within the call centers, utilizing dynamic data-driven skills-based routing.Essential Job Duties/Responsibilities:Meet with various departments to determine strategic telephony needsDevelop IVR and call routing applicationsMaintain proper documentation of system configurationsKeep abreast of current and new technology advances and their potential application for the companyAssist in departmental projectsReview reports and logs for problems and identify appropriate solutionsProvide backup to other telecom and network engineers maintaining telephony hardware and software infrastructure and network hardware and software infrastructureShare in providing on-call technical support after hours and on weekends as neededQualificationsQualifications:In-depth knowledge and understanding of call centers and Avaya telecommunications systems, including Communication Manager PBX/ACD, Avaya Aura Experience Portal IVR, Eclipse, and Avaya Application Enablement Services CTIKnowledge of grammar design and development (GRXML), TTS, VXML, SMS, Java/JavaScriptAdministration of Linux systemsExcellent analytical, reasoning, organizational, time management and problem solving skills; excellent oral and written communication skills including ability to interact effectively with executives, customers, vendors and department staffAttention to detail and follow through including the ability to work swiftly and accurately to meet stringent deadlinesAbility to work in and constructively contribute to team work environmentAbility to maintain the confidentiality of information, and adhere to compliance and security considerationsAbility to prioritize and handle multiple tasks simultaneouslyOccasional lifting and/or carrying of 20 lbs. or more English language fluency requiredOptional:In-depth knowledge and understanding of Avaya Session Border Controllers, SIP gateways, voice mail / unified communicationsIn-depth knowledge and understanding of Verint (Blue Pumpkin) workforce management and Verint QM call recording technologiesExperience in Cisco, Citrix, Riverbed, Checkpoint, and other network technologiesExperience in developing and deploying disaster recovery solutionsEducation/Experience:5+ years of direct experienceBS degree in Computer Science BS desiredAvaya certifications desiredExperience with Microsoft Office Products (Word, Excel, Outlook, Access)Additional InformationAll your information will be kept confidential according to EEO guidelines.