Alvaria Administrator (#Hybrid at Chicago HQ near O'Hare Airport))
Alliant Credit Union
- Chicago, IL
- Permanent
- Full-time
- Enhance and proactively fix the functionality of the Alvaria Contact Center software platform
- Knowledge of digital channel trends, technologies and UI & UX design
- Collaborate with business partners to manage testing support, develop comprehensive test plans/use cases/scenarios, define expected testing results, and analyze and triage defects reported. Collaborate with vendor and internal developers to manage releases, address defects, manage stress tests and coordinate installations
- Understand, maintain, and support Alvaria platform, troubleshoot issues, perform root cause analysis, recommend corrective action and lead the resolution efforts. Facilitate and execute design and configuration changes for the digital care platforms
- Collaborate with business and technical resources to make recommendations to improve the overall customer experience with a focus on consistency and ease of navigation
- Examine applications and implement proactive monitoring and redundancy at tiers to help meet availability goals and contribute to technical process improvements and training
- Knowledge of digital care platform environment(s) in areas of operations, resource management, technical operations, technical systems and multimedia technologies. Act as a subject-matter expert to other team members
- Maintain technical competency in assigned platform(s) products
- Minimum - Bachelors Degree - Business or Related
- 5 Years - Contact center, interactive voice response, voice recognition unit, telephone integration. workforce management, quality management or related
- 8 Years - Contact center, interactive voice response, voice recognition unit, telephone integration. workforce management, quality management or related
- Competitive medical, dental, and free vision benefits
- Paid parental leave
- Competitive compensation plan
- Gym memberships discounts
- Generous PTO and banking holidays off
- Tuition reimbursement
- 401k with immediate employer match and vesting