Avangrid Sr .Business systems Analyst-Telephony Technologies in Orange, Connecticut
Sr .Business systems Analyst-Telephony Technologies
Company: AVANGRID SERVICE COMPANY
Orange, CT, US Augusta, ME, US
About AVANGRID: AVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $39 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit www.avangrid.com (https://www.avangrid.com/wps/portal/avangrid/home)
Qualified candidates located in Westchester county in NY are encouraged to apply. We have a flexibility to work from Orange, CT location.
Calling all telephony-telecom experts, this opportunity supports and provides subject matter expertise primarily to NY contact centers with secondary support to centers in CT and ME . Use your skills to advance our customer experience by; initiating cooperation with IT, business area leaders and vendors to maintain seamless customer care communications and operations. Participate as the customer care technology lead in related projects and initiatives, including system upgrades and new technology implementations.
Work with the Avangrid Customer Service management team to establish needs, priorities, functionality, standards, reporting, procedures, and documentation for all contact center technical solutions, for example: Genesys Pure Connect product suite, ACD, IVR, quality assurance, recorder and reporting, disaster recovery, workforce management tools.
Perform system administration tasks including: application security, configuration, maintenance, upgrades, debugging, reporting, issue resolution with IT and/or system vendors and compliance with audit and regulatory controls.
Shared responsibility for maintaining 24x7x365 support coverage which includes monitoring and providing support for resolution of system issues and maintenance of all contact center telecommunications systems. Provide back-up/coverage for paid time-off of other analysts.
Responsible for maintaining a disaster recovery system and back up plans for all contact centers. Assess all options depending on the situation presented; e.g. data center failure, fire, power outage and respond or provide direction accordingly
Skills and Requirements
Bachelor’s Degree in Business, Computer Science or other technical discipline and 6 years of related experience preferred, or Associates Degree in Business, Computer Science or other technical discipline and 8 years of related experience required.
Experience working in a contact center environment with responsibility for implementing and maintaining telephony/telecom technologies, including ACD, IVR, speech recognition, callback functionality, call routing, call control tables, outbound dialers, workforce management, quality assurance, etc. Experience working in a multiple contact center environment is required. Experience with the Genesys Pure Connect product suite is highly preferred.
Ability to travel up to 20%
Develop Self & Others
Empower to grow
Collaborate and Share
Be a role model
Focus to achieve results
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link (https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or email@example.com