IPCC Analyst

serve as the expert on the Cisco Customer Voice Portal platform.







WageWorks, Inc The leader in consumer health spending management. WageWorks works directly with companies and consumers, as well as with leading financial institutions , health plans, and health providers to enable widespread participation in tax advantaged spending and savings accounts. WageWorks, Inc solutions span all key health spending accounts ( FSAs, HSAs and HRAs), such as transit and parking programs, dependent care, tuition assistance, adoption reimbursement, COBRA etc. WageWorks, Inc facts: Based in San Mateo, California, founded in 2000, with a 1,802.4% growth over the past three years 550 employees. rated #24(2005), #26 (2006) by Inc. 500 list of fastest growing private companies.





The IPCC Analyst's role is to work with telecommunications team to manage the call center technology and implement solutions. This individual will serve as the expert on the IPCC platform. This individual will provide a strong functional link to the Service Delivery business unit and other business units within WageWorks.





Essential Duties and Responsibilities:





- Develop and deploy interfaces, call flows and speech solutions.


- Access the capabilities and limitations of the applications and technologies and recommend alternatives and solutions


- Provide guidance for business decisions from a technical perspective on such issues as performance, scalability, reliability, and security


- Collaborate with the telecoms team to write design specifications


- Create and maintain documentation as it relates to solutions, recommendations, processes, and service records.


- Interpret and analyze business requirements to identify risks and design appropriate solutions


- Develop, implement and maintain policies, procedures, and associated training plans for Cisco Customer Voice Portal, usage, and disaster recovery.


- Analyzes user and business requirements; determines appropriate technical approach and develops specifications for implementation of various applications with particular emphasis on Voice Portals.


- Participates in department projects and responds to request and inquiries as needed.





Required Skills:





- 2+ years experience in IVR design and development


- 2+ years experience in Cisco IPCC (ICM)


- Experience with ScanSoft and Nuance speech engines/tools with emphasis on ScanSoft


- Strong interpersonal, written, and oral communication skills


- Highly self motivated and directed, with keen attention to detail


- Proven analytical and problem-solving abilities


- Able to effectively prioritize tasks in a high-pressure environment


- Strong customer service orientation


- Proven ability to manage multiple projects simultaneously with associated deadlines





Desired Skills:





- 2+ years experience in VoiceXML IVR technologies


- Voice User Interface (VUI) design


- J2EE, .NET, JSP, ASP, Perl, XLM


- 1+ year experience in Audium development


- Grammar development .Usability


- Experience with web technology and application server design is a plus


- WebLogic


- Tomcat


- WebSphere


- IIS/Apache .Integration with back-end data systems and CTI


- Cisco IPCC Enterprise


- HTTP/XML


- Web Services


- Database via SQL, JDBC/ADO.NET


- College degree preferred