What are the responsibilities and job description for the Voice/Data Communications Engineer (Journeyman) position at Wisemen Multimedia, LLC?
Job Summary :
The Voice / Data Communications Engineer will monitor, support and integrate business requirements (both new and updated) for client approved technologies. In support of this objective, the Voice / Data Communications Engineer will provide the Text-to-Speech component of Cisco Intelligent Contact Management (ICM) to the Cisco Contact Center Voice Portal (CVP). They will also assist with models to identify policy implications of alternative actions, assumptions and recommend any new data that would be appropriate to collect from the system or customers to support such analyses. Client locations : Chamblee, Georgia and New Carrolton, Maryland (hybrid).
Primary Duties & Responsibilities :
- Perform text-to-speech tasks in support of the government client.
- Construct voice recordings, serving as the system software engineer for the voice-to-text software and hardware present.
- Build and convert recordings in both English and Spanish.
- Partner with the Business Operating Divisions to develop detailed requirements for Contact Center Enterprise (CCE) sub-systems.
- Act as the business point of contact for the IT organization in the design, development, testing and deployment of Contact Center Enterprise (CCE) changes, ensuring that technical solutions deliver the required Business functionality.
- Facilitate an orderly transition of call routing and Management Information Data to Operations.
- Serve as the liaison between the various business components, and is responsible for the development, implementation and maintenance of interactive applications for the telephone and internet.
- Create announcements in Spanish using Nuance’s Text-to-Speech (TTS) software, train new hires, and be able to work with other business components when issues arise with software and during upgrades.
- Modify .wav files created via the Nuance application and Adobe Audition to achieve the best Audio quality possible.
- Convert the format of .wav files from Nuance application utilizing Adobe Audition so the format is usable by IT for development.
- Create and perform Queries to find targeted set of calls using Verint Speech Analytics.
- Review calls and extract desired information to assist in evaluating inbound calls using Verint Speech Analytics
- Develop Speech Analytics ad hoc reports; provide high level analysis and periodically detailed analysis of Contact Analytics (CA) search request data; collect and track success stories and document process improvements based on Contact Analytics (CA) data provided.
- May serve as primary or backup SharePoint site administrator
Qualifications :
Education and Experience :
Technical Skills :
Interpersonal Skills :
About the Company : Founded in 2010, we are a minority-owned, HUBZone certified, small business concern and GSA Schedule holder, based in Atlanta, GA. As an enterprise solutions provider, we offer a wide range of consulting and solutions development services designed to help you deploy the right resources at the right time, the first time. With decades of experience, our leadership team leverages modern technology and future concepts to deliver our flagship services with excellence. We specialize in helping commercial clients enhance their capabilities while improving operational efficiency, and we champion efforts to help modernize agencies and reduce government burden. We value all employees and job candidates as unique individuals, and we welcome the variety of experiences they bring to our company.
About Wisemen Multimedia, LLC :
Founded in 2010, Wisemen Multimedia, LLC (EIN 27-2836493, DUNS 034-931-168, UEI QMEAXFXBFFT3) is a HUBZone certified hybrid digital business ecosystem creator for people, processes, and technologies. Our principal office is located at Peachtree Dekalb Airport in a designated Opportunity Zone. Let us know if you live in a Historically Underutilized Business Zone (HUBZone). Please copy and paste the link below and enter your home address to determine if you live in a HUBZone. https : / / maps.certify.sba.gov / hubzone / map#center=39.828200,-98.579500&zoom=5
