Tech & Apps Mgmt Spec. II

Job Title : Technical & Applications Management Specialist IILocation : Norfolk, VAJob Duties:ADP Technology Services, Inc. seeks a Technical & Applications Management Specialist II in our Norfolk, VA location. Responsibilities: Act as a subject-matter expert in the Interactive Voice Response (IVR) domain and support call flows for complex applications, including data driven interactions and Contact Center routing of calls, email, and web chat interactions. Support IVR specifications and analyze the performance of user interfaces for metrics and caller experience. Provide in-depth technical knowledge and troubleshooting skills for IVR applications and deliver IVR user interface operations documentation, aligning backend interfaces to support business functionality and application development. Support Voice Application integration and technology related to ADP's Client Services Platform from voice and data perspectives.Education and Qualifications/Skills and Competencies:Bachelor's degree in Computer Science, Computer Engineering, Information Systems or a related field plus five (5) years of related experience. Employer will accept a master's degree plus two (2) years of experience in lieu of bachelor's degree plus five years of experience.Work Experience:Two (2) Years of Experience must include: Voice Technology applications and Diagnostic tool sets- including IVR and speech recognition standards; Computer Telephony Integration (CTI); Call Routing; Virtual Hold Technology (VHT); Voice over Internet Protocol (VoIP) technologies, including Session Initiation Protocol (SIP); T-Server, SIP Server, DB Server, Configuration server, and Stat Server; Genesys Framework components and architecture; WFM architecture and WFM Configuration utility tool; Interaction Routing Language (IRL); and Avaya PBX, VOIP and Call Recording (NICE and Calabrio).#DNSWe're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.