Conduent Call Recording System Engineer in Sandy, Utah

Call Recording System Engineer

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

Position Overview:

Call Recording System Engineer is responsible for the implementation of our mission critical call recording solution, ensuring high levels of availability and security of all components (PBX, network, applications, infrastructure). The engineer will collaborate with system architecture, development, and other platform operations team members to support call centers across the world, along with thousands of users and millions of customers. This Engineer will be responsible to participate in the implementation of policies and procedures to ensure consistency with company goals, industry best practices, and regulatory requirements. The candidate will be a key team member on strategic and enterprise-wide technology projects/issues; he or she must have capability to work with cross functional teams as both team member and leader. Strong communication skills with technical and business personnel are required, along with proven decision making capabilities.

Role Includes:

  • Execute planning, scheduling and installation of new voice/call recording applications.

  • Work within established configuration and change management policies to ensure awareness, approval and success of changes made to related applications infrastructure.

  • Ensure existing and new systems meet all data security guidelines (e.g., PCI, HIPPA).

  • Work closely with other internal technical groups located locally and remotely, as well as with 3rd party partners.

  • Manage MACD (Moves, Add, Changes, Deletes) as needed.

  • Interprets systems specifications to develop, maintain and support automated business processes

  • Provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements

  • Configures system settings and options, plans and executes acceptance testing, and creates specifications for systems to meet business requirements

  • Works closely with software, hardware, and service vendors on new installations and problem resolutions

  • Project management

  • Tier 3 support including advanced troubleshooting.

  • Work with vendor support organizations for configuration assistance, troubleshooting and root cause analyst

  • Manage and drive consistency across enterprise

Re quired Experience:

  • Call Recording System(s) Verint V10, V11, V15 – 3 years

  • Verint preferred but experience with other systems considered

  • General Networking and Telecom experience – 2 years

  • Tier 3 troubleshooting - 5 years’ experience

  • Data security experience – 1 year

Additional experience desired:

  • Avaya

  • Citrix Vmware/ Server Virtualization

  • VOIP

  • SIP

  • SQL

All other duties as assigned

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

Job IM Architecture

Primary Location United States-Utah-Sandy

Other Locations United States-North Carolina-Morrisville

Organization Public Sector

Unposting Date Ongoing

Req ID: 18002436