Technical and Management Resources, Inc.

Information Engineer - Level I

Job Locations US-VA-Tysons Corner
Posted Date 7 months ago(11/2/2021 12:16 PM)
Job ID
2021-3246
Security Clearance
Public Trust
Type
Full-Time

Overview

The objective of this task order is to provide state of the art call center support across multiple technical and non-technical disciplines either at a government location or through alternative work arrangements. Expected to use its industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder’s experience.

Responsibilities

Able to apply an enterprise-wide multi-tier/level Call Center disciplines for the planning, analysis, and design on an enterprise-wide basis or across a major sector of the enterprise. Develop analytical and computational techniques and methodology for problem solutions. Perform enterprise-wide strategic systems planning, business information planning, business and analysis. Perform process and data modeling in support of the planning and analysis efforts using both manual and automated tools. Provide technical guidance in software engineering techniques and automated support tools.

Qualifications

  • Bachelor's Degree
  • Ability to obtain favorable ICE Entry on Duty (EOD) Clearance "Public Trust" equal to Secret Clearance
  • ITILv 4 Certification is required within 30 days after task order award
    HDI and Project Management Professional (PMP) certifications are preferred but not required
  • Minimum of ten (10) years of experience performing ad-hoc analysis and standard reporting requests with data gathered from different sources and/or like complexity.
    Acceptable specialized Information Engineer experience shall also include:
    o Provision of actionable recommendations
    o How-to-coordinate with internal stakeholders and vendors to document, set up, and test required components of Desktop Screen- Pop/Soft-Phone applications, workforce management, and real-time and historical reporting systems
    o Serving as a liaison between multiple business units and key stakeholders to resolve call routing issues, support system upgrades, and execute integration testing
    o Preparing, consolidating, and analyzing daily, weekly, monthly, and quarterly reports
    o Scheduling and attending weekly meetings with various levels of management Recommending process, procedure, and call-flow changes to increase routing accuracy and customer satisfaction
    o Meeting KPIs, SLAs, and metrics
    o Maintaining and upgrading support tools and telecom/Call center reports
    o Call center technical component, ability to successfully manage day to day operations
    o SQL Server (e.g., maintenance, queries, analytics)
  • Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software Ability to manage a technical operations group in a large, complex application environment"

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