~~POSITION SUMMARY
The Sr. Call Center Technician works within an Agile environment to offer overall strategy, tactical support, technical leadership and direction for all Call Center related technologies. The Sr. Call Center Technician must be able to engage call center leadership as well as agents in order to asses, diagnose and prescribe solutions to issues and enhancement needs. They will work with call center technical support staff and aid in understanding root cause and administering enhancements or immediate solutions. They will also have a general functional understanding of telecommunications and IP telephony. The Sr. Call Center technician will also interface with IHG leadership and third party call center partners in order to monitor the state of the call transfer process and make process improvement recommendations. 

The Sr. Call center Technician works in an Agile/Scrum or Scrumban environment, where the organization is flat. This position, as any other positions, can play roles such as Scrum Master, Product Advocate for different technologies, Developer and/or Technical lead if the individual displays the effort and desire to do so.

ESSENTIAL FUNCTIONS AND TASKS
• Determines call center technical strategies by conducting needs assessments, identifying and/or evaluating technologies, conducting data analysis
• Supports, enhances or designs system interfaces
• Supports, maintains and troubleshoots dialer technology including but not limited to: dialer scripting, monitoring system performance, providing statistical data revolving around call center technologies, installing patches, upgrades, etc.
• Assists in evaluating and troubleshooting call center hardware by working closely with NOC (Hardware and networking)
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Participates in Agile/Scrum team framework and practices
• Builds a rapport with call center personnel, from leadership to the sales agent, by listening to and resolving concerns, issues and questions
• Documents call center system details such as environments, unique site specific or department specific configuration, scripting, code, etc.

SUPERVISORY RESPONSIBILITIES
• None

QUALIFICATIONS
• The ability to clearly communicate both in verbal and written format
• Work in a team setting in which all members are accountable for the work produced
• Ability to perform in a flat organization
• Self-Motivated with the ability to work independently and within a team
• Ability to vendor coordinate
• Objectivity and evidence based reasoning
• Able to manage time and tasks effectively
• Flexible and able to maintain composure under pressure
• Working knowledge of Microsoft Office applications
• Working knowledge of internet, web, and mobile based software applications
• Active Directory
• Dialer Technologies such as InContact, Aspect, Cisco etc.
• Familiar with current scripting technologies
• Salesforce
• SQL

EDUCATION and/or EXPERIENCE
• BS in Information Technology, Computer Science or related field
• Five to Ten years of Call Center experience in operations and technology
• Proven ability to work with both business and technical teams