JND, founded in 2010 with the leading software engineering skills is serving the IT community with innovative software technology to help clients successfully develop mobile software to the world market. Our team of highly experienced developers offers a wide range of mobile application development, software development, power user trial, test outsourcing, research and analysis, and technology consulting.
Our vision is ‘We Want to See You Grow’ to become the industry leader for both employee and company.
For more information about JND, please visit http://www.jndsolutions.com.
**We offer Green Card processing with PERM for qualified employee.
We are recruiting the following talented people as shown below. We encourage you to apply!
Position Description
- Position title: Contact Center Sr. Technical Project Manager
- Position ID: PM006
Location
- Ridgefield Park, NJ
Benefits
- Paid Sick Leaves
- Medical Insurance (Health, Dental & Vision)
- Bonuses
Requirements
- Bachelor’s degree in related fields
- 6+ years of Technical Project Management experience
- Experience designing, supporting, and or implementing enterprise-class VoIP and TDM-based voice networks
- Hands-on experience with voice and data products
- Understanding of Voice/VoIP service provisioning methods, service delivery, SLA metrics, and procedures
- Experience designing, configuring and or troubleshooting large enterprise MPLS converged (voice, video & data) networks
- Experience in supporting contact center operations
- Experience with complex IVR’s that include interactive data capture and response via API
- understanding of QoS/CoS policies and priority queuing – WAN & LAN
- Understanding of enterprise architectures, routing, and transport protocols IPSLA & NetFlow monitoring/management
- Able to give Power point presentations
- Excellent communication skills, problem solving skills, and interpersonal skills
- Ability to work in a fast-paced environment and juggle multiple projects
- Ability to work independently and manage others
Preferences
- Master’s degree or other related advanced degrees
- Broad in computer knowledge or others such as Android OS, Windows
Primary Duties and Responsibilities
- Responsible for IT Vendor Management including management of KPI’s, development teams, and overall governance
- Assists with the Operational Support
- Responsible for the Operational support of Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, , technology for subscriber-facing Chat, plus real-time and historical reporting systems
- Responsible for maintenance and upgrades to all call center technology and support tools (e.g. scripts), reports, etc.
- Responsible for maintaining the Continuous Process and Operational Improvements into various systems, through actions such as working on support KPI’s, SLA’s and metrics reporting
- Manage program and project portfolio for assigned vendors and projects, including determining scope of work, prioritization and use repeatable methodology and processes
- Working as an effective team member to complete project components and assignment tasks
- Provides day-to-day support, proactive maintenance, and performs independent complex IVR system troubleshooting
- Practices telephony asset management, including maintenance of component inventory and related documentation and technical specifications information
- Identifies capacity and performance issues to ensure Quality of Service
- Identifies single points of failure and assists in disaster recovery design and planning effort
- Manage telecom invoices and cost
- Provide technical insight and assist teams in a broad range of phone services such as Call Center support of voice recordings, supervisor features, and reporting
How to apply
Visit “http://www.jndsolutions.net/careers/careers.php” and complete the Employment Application Form. Once you complete the form, send it to “APPLY @jndsolutions.com” along with your resume.
Job Type: Full-time
Experience:
- IT Management: 6 years (Preferred)
Education:
- Bachelor’s (Preferred)
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