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Contact Center Systems Integrator

Google

  • Dublin City Centre / Dublin South / Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 20/02/2013
  • HR Operations
this job is expired

Description

Contact Center Systems Integrator

 

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This position is based in our EU Headquarters in Dublin, Ireland.

The area: Research and Systems Infrastructure

At Google, our users come first, and the Systems Infrastructure team is at the heart of that promise. We build the technologies that transform the way we think about doing business. Whether working on our cloud systems, researching the latest in computer technology or keeping Google's internal systems humming, Googlers and users alike rely on us to keep things running. We're back-end ninjas: protecting your privacy and ensuring your security.

The role: Contact Center Systems Integrator

At Google, we work at lightning speed. So when things get in the way of progress, the Business Systems Integration team steps in to remove those roadblocks. The team identifies time-consuming internal processes and then builds solutions that are reliable and scalable enough to work within the size and scope of the company. You listen to and translate Googler needs into high-level technical specifications, design and develop recommended systems and consult with Google executives to ensure smooth implementation. Whether battling large system processes or leveraging our homegrown suite of Google products for Googlers themselves, you help Googlers work faster and more efficiently.

Responsibilities:

  • Gather requirements for Google's dynamic, fast-paced contact center environment.
  • Design and deploy contact centre systems and applications utilizing Avaya products and Google built technologies.
  • Identify and satisfy network, security, desktop and application interoperability requirements.
  • Develop system monitoring and automation tools.

Minimum qualifications:

  • BA/BS degree (In lieu of degree, relevant skills or equivalent experience).
  • Experience in designing, deploying and supporting traditional and VOIP call center technologies.
  • Experience with design, planning, implementation and support of traditional and IP-based call center solutions which includes CTI, IVR, Reporting, Workforce Management, Call Recording, VoIP, SIP, Quality Monitoring etc.
  • Exposure to scripting and programming languages.

Preferred qualifications:

  • Demonstrated problem solving skills, strong customer service orientation and stellar communications skills.
  • Knowledge of IP networking, network analysis, performance and applications.

Ref: IJ-10265
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