Southern Company Infrastructure Analyst (Network Services) in Naperville, Illinois

Infrastructure Analyst (Network Services)

Description

JOB SUMMARY :

The Infrastructure Analyst is responsible for providing tactical planning, functional design, documentation, equipment lifecycle management, and primary technical support for the omni-channel and workforce optimization environments for the Southern Company Gas contact centers. The associated contact center technology includes: ACD, IVR/VRU, Dialer, Virtual Queuing, Survey, Agent Desktop, Recording, QM, Agent Scorecard, Speech Analytics, and Workforce Optimization servers and applications.

JOB REQUIREMENTS :

Job Requirements

  • General Understanding of Budgets and/or Capable of Learning about Budgeting (capital and functional) and accounting processes to ensure compliance with the budget.

  • Knowledge of customer interaction delivery systems such as ACD, IVR, Dialer, Email, Chat, SMS, and Agent Desktops. Systems include Avaya Communication Manager, Avaya CC Elite, Avaya Experience Portal, Proactive Outreach Manager, Orchestration Designer, Avaya Elite Multichannel, Verint CiBoodle, eGain, CTI, AES, Web Services, Virtual Hold, Callback Assist, Avaya Call Management System, Avaya Breeze and Oceana.

  • Knowledge of contact center workforce optimization systems, including Avaya/Verint ACR, QM, WFM, Scorecard, Shift Bid, Customer Feedback, DPA, AET, and Speech Analytics.

  • Demonstrated personal computer skills (i.e. Word, Excel, Visio, etc.).

  • Basic understanding of database SQL. Ability to write basic SQL queries and navigate MS SQL Studio.

  • Basic understanding and ability to navigate Window OS and RedHat Linux environments.

  • Effective oral and written communications skills with the ability to convey complex technical issues in business terms.

  • Self-motivated with the ability to effectively manage multiple project responsibilities simultaneously.

  • Team-oriented with a strong work ethic.

  • Ability to build relationships, to communicate and work with all levels of management, vendors, and other internal and external groups and customers and exhibit positive influence at all levels.

  • Strategic thinker who can embrace, influence, and lead change.

Education/Experience

  • Bachelor’s Degree in Computer Science, CIS, or MIS, or technical degree in Computer Science or related technology

Competencies

  • General knowledge of Southern Company’s core business

  • General knowledge of information technologies (those currently used within the system and new technologies)

  • General knowledge of IT infrastructure components

  • Understand engineering/analysis/design discipline and methodology

  • Ability to effectively organize tasks, manage multiple priorities/details, meet schedules, and deliver on customer commitments

  • Ability to negotiate with and influence others – internally as well as vendors

  • Ability to build relationships and work in a team atmosphere

  • Ability to provide and accept feedback

  • Strong analytical and troubleshooting skills

  • Demonstrate Southern Style

  • Professional oral and written communication skills

MAJOR JOB RESPONSIBILITIES :

  • Responsible for strategic and tactical plans for all contact center facilities including data/voice communications equipment; ACDs, IVR, Dialer, Recorders, etc.

  • Responsible for assisting in the management and prioritization of an annual Contact Center Technology functional budget and Contact Center Technology capital budgets for network and voice improvements in concert with related network planning, business case development and engineering design.

  • Responsible for planning/assisting contact center disaster recovery testing.

  • Responsible for development of and compliance with contact center system standards including documentation, product, lifecycle plans, and design packages.

  • Responsible for providing support to the local Operating Companies on issues related to voice and contact center systems.

  • Responsible for developing and participation in the successful completion of Contact Center Technology initiatives and Information Technology initiatives.

  • Responsible for providing primary maintenance (reactive, preventative, and quality assurance) support related to the identified voice and contact center equipment at specific Southern Company locations.

#LI

Southern Company (NYSE: SO) is America's premier energy company, with 44,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million electric and gas utility customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric utilities in four states, natural gas distribution utilities in seven states, a competitive generation company serving wholesale customers across America and a national recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top utilities in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Information Technology

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Riverdale

Operating Company: Southern Company Services

Other Locations: Illinois-Metro Chicago-Naperville

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)

540 Georgia Highway 138 SW

Riverdale, 30274

G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)

1844 W Ferry Rd.

Naperville, 60536

Req ID: SCS2007743