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Posted: Monday, 19 September 2016, 8:15

Contact No.1890302020


Chill Insurance is one of Ireland's leading Insurance providers. We are a dynamic and rapidly growing Irish organisation, looking to attract the very best talent the market has to offer. As we continue to transform and grow, we can offer you exciting, long-term, professional career opportunities. We are passionate about nurturing our talent from within and are proud of our ambitious people who have progressed through the ranks.

We are recruiting for a Contact Centre Technology Analyst Developer to join our growing IT Team. This is an exciting new role and the successful candidate will report directly to our IS Applications Manager and will play a crucial part in maintaining the various InIn platform modules and services, including; Dialler, Scripter, ICBM, Recorder, Optimizer and the wider InIn Desktop Client as well as IVR configurations, in consideration of the Contact Centre Operations objectives.
The position is a full-time, permanent role located at our offices in Sandyford, Dublin 18.

Key Accountabilities

Design Authority and Technology Roadmap owner for the Contact Centre Operations InIn telecommunications and campaign management platform.
Validate requirements from Contact Centre Operations for analysis, design, and build/development of signed off solutions – e.g. Campaigns, UI enhancements, etc.
Configuration of InIn Desktop and IVR structures including inbound & outbound call flows as well as work groups, user set up/assignment as required for projects and day to day business operations.
Providing end user support, trouble shooting of incidents affecting the InIn platform and managing end to end resolution of incidents where 3rd party input is required including InIn partners and/or InIn directly.
Supplier management of 3rd parties contracted by Chill to provide support services, including application development, enhancements, fixes, upgrades, patches for the InIn platform, licensing as well as end user queries in accordance with the terms and/or Service Level Agreements put in place for these services. This may involve regular meeting with these suppliers including InIn directly.
Maintaining Change, Configuration and Incident management procedures and processes for the InIn platforms in accordance with industry best practice frameworks for these functions including ACCENT and ITIL.
Leveraging the InIn platform and capabilities of the InIn global support function and structures drive continuous improvement of the InIn platform.

Essential experience/skills and qualifications

IT qualified- minimum of 3rd level Degree
5+ years in Information Technology and ideally 3 years + in a Call Center role
1year + of administering Telephony systems such as PBX and AC
Experience with Windows Server Administration
Technically proficient in Interactive Intelligence CIC v4.0, including Dialler, Recorder, and Optimizer
Experience of VOIP and other cloud providers
Familiarity with reporting and in particular Interactive Intelligence ICBM
Exposure to workforce management
Knowledge of the insurance industry is desirable
Previous experience with any of Genesys, Avaya, Nortel or Siemens would be an advantage

What can you expect from Chill
A very convenient and well-connected location in Sandyford Industrial Estate which is close to the Luas, M50 and major Dublin Bus routes
Low cost parking very nearby
A fun and modern office space with excellent facilities, including fresh fruit daily.
Cycle to Work Scheme
Great staff sports & social events.
Holiday Savings Fund
Employee Assistance Programme, providing colleagues with free access to independent advisors and counsellors
Employee Wellness initiatives
Graduated holiday Leave entitlement linked to your service capped at 24 days annually

• Location: Dublin

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