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Senior Contact Center Engineer

Tulsa, OK, US

Req ID: 49364 

Areas of Interest: Information Services 

BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ: BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states – Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies.                  .

The Senior Contact Center Engineer is primarily responsible for the technical aspects of designing, developing, implementing, and supporting complex systems and solutions for the contact center environment; working with vendors and internal technical professionals to resolve system or network issues; interfacing between users and technical professionals; and mentoring junior team members.

PRINCIPLE DUTIES AND RESPONSIBILITIES:
  1. Works on projects and tasks of all complexities surrounding contact center systems planning, configuration, maintenance and optimization. Completes design, estimating, development, testing and implementation of tasks including routing interaction flows (inbound & outbound), treatments and reporting. Performs Technical Project Manager duties as required for small projects.
  2. Utilizes skills to support and resolve complex problems encountered by end users and systems related to Contact Center Systems Operations. Tests and monitors solution environments to ensure stability and effective performance. Participates in 24x7 on call rotation.
  3. Performs system and application installation, configuration, and testing in various production, test and lab environments.
  4. Performs Research and Development tasks to create new capabilities that align with business goals and objectives, prepare for application and system upgrades, and maintain a current skill set on new and emerging trends and technologies.
  5. Develops, maintains, tests, and executes technical recovery plans for Loss of Systems (LoS) and Loss of Facilities (LoF) events as part of the corporate Business Resiliency/Disaster Recovery program.
  6. Establishes and implements Contact Center system policies, procedures, and standards. Creates and maintains technical and support documentation for all systems and related interfaces.
  7. Acts as senior-level resource to the contact center engineering staff to ensure contact center policies, procedures, and standards are adhered to by all staff. Mentors junior staff members.


KNOWLEDGE, SKILLS and ABILITIES:
  • Understanding of the call center environment, operations, strategy and business practices
  • Working knowledge and experience of the design, configuration, testing and implementation of contact center technologies and integrations:
  • Genesys Framework, URS, TServer, Voice Portal (IVR), Infomart, Contact Center Analyzer, Interactive Insights, Stat Server, SIP Server, Voice Mail, WFM, eServices and Outbound Dialer
  • TDM and IP telecommunications including PBX switches, Dialing and Routing Plans
  • Digital call recording systems (Verint, Nice, etc.)
  • Text To Speech systems
  • Agent Desktop Client Applications
  • Advanced technical troubleshooting, problem solving and analytical skills
This level of knowledge is normally acquired through completion of a Bachelor’s Degree in Computer Technology/Science with 5-7 years of experience in contact center environments performing engineering, planning, design; development, testing, implementation and support or 9-11 years of work related experience.

BOK Financial is a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!
 

Apply today and take the first step towards your next career opportunity!
 
BOK Financial is an equal opportunity employer.  We are committed to providing equal employment opportunities for training, compensation, transfer, promotion and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, genetic information or veteran status.

Attention All Third Party Agencies, Headhunters, and Recruiters
BOK Financial and its Subsidiaries will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to BOK Financial and its Subsidiaries will be considered the property of BOK Financial. BOK Financial and its Subsidiaries will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. BOK Financial and its Subsidiaries are not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. BOK Financial and its Subsidiaries only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with BOK Financial and its Subsidiaries from third parties must be through our Human Resources Department. Any contact made outside of the BOK Financial Human Resources Department by a third party will cancel any future business relationships between the third party and BOK Financial.

Please contact recruiting_coordinators@bokf.com with any questions. 


TOP 3 REASONS TO APPLY


Investing in our talent and building a great workplace is a top priority at BOK Financial.


  • Empowered employees
  • Award-winning culture
  • Community commitment



ABOUT BOK FINANCIAL


BOK Financial is a regional banking powerhouse and one of the top 25 banks in the U.S. We are based in Tulsa, Oklahoma, and diversified in a variety of industries, businesses, and geographies throughout the U.S.

FACTS:

  • 4,900 employees
  • 27 Years of financial profitability
  • $30+ billion in assets
  • $5.2 million in charitable contributions in 2017



Nearest Major Market: Tulsa
Nearest Secondary Market: Oklahoma

Job Segment: Telecom, Telecommunications, Bank, Banking, Call Center, Technology, Finance, Customer Service

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