Overview

CASH BONUSES.

ENDLESS POTENTIAL.

YOU EVEN GET TO RIDE IN THE CORPORATE JET.   At Continental we reward your efforts with real advantages - like cash bonuses, profit sharing, and travel privileges. After all, you make the difference. We think you should enjoy the results.   Manager Technology - HQS Houston, TX     Equal Opportunity Employer by Choice.

Travel subject to service charges/restrictions. Bonuses awarded only under terms of Continental's policies.

NO AGENCIES PLEASE

Responsibilities

Architect cost-effective and innovative call center solutions for Continental Airlines which meet the business needs and maintain our competitive advantage. Define best-practices for the deployment and operation of TDM and IP ACD systems, CTI systems, IVR systems, and adjunct applications providing for outbound campaigns, customer self-service, call recording, behavioral analytics, workforce management, and call reporting. Provide secure, stable, and feature-rich solutions in a multi-vendor environment. Perform R&D work related to the adoption of new call center technologies. Participate in strategic projects and train Project Engineering staff in new technologies. Develop and maintain architectural and configuration guidance documentation for all call center technologies. Review Project Engineering documents to ensure compliance with enterprise standards and completeness of solution. Provide 3rd-level support to Operations for all technologies this position is responsible for. Light travel may be required.

Qualifications

Minimum 5 years experience designing feature-rich call center solutions for large enterprises. Extensive practical experience designing and implementing Enterprise-class Cisco and Avaya Contact Center solutions. Extensive experience with common CTI systems, IVR systems, and adjunct applications providing for outbound campaigns, customer self-service, call recording, behavioral analytics, workforce management, and call reporting. Thorough understanding of those technical and business concerns unique to contact centers such as call routing, skill groups, hold times, speed of answer, agent efficiency, agent incentives, etc. Extensive experience implementing and troubleshooting digital local, long-distance, and toll-free TDM circuits. Extensive experience implementing and troubleshooting digital, analog, and IP stations, as well as IP agents and softphones. Strong practical knowledge of standard IP networking protocols and configuration including best-practices routing and switching topologies. Thorough understanding of QoS best-practices and implementation fundamentals preferred. Excellent troubleshooting skills and a proven ability to rapidly identify and resolve hardware or application availability issues. Strong technical writing and drawing skills, with the ability to effectively whiteboard complex technical topologies. Practical experience securing IP voice communications preferred. Cisco CCVP, Avaya ACE or ACS-Contact Center certification preferred. Bachelors degree or equivalent preferred. Must be legally authorized to work in the US for any employer without sponsorship. Please be advised: This job requires working in an area covered by the City of Houston Ordinance Against Smoking - City Code Chapter 21.

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Location: US-TX-Houston