Wolters Kluwer is a general leader in information services and solutions for professionals in the finance, tax and accounting, risk and compliance, health and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Key Responsibilities:
- Create and design automation solutions for telephony systems.
- Integrate telephony systems with other enterprise systems.
- Develop and implement BOTS and AI solutions to enhance voice technologies.
- Manage voice projects and technical implementations with mínimal client disruption.
- Provide day-to-day support for telecommunications equipment, networking, SIP, and tools.
- Build call flows and administer Genesys Cloud Contact Center and MS Teams.
- Support CRM (Salesforce) systems.
- Develop long-range strategies for telecommunications equipment, networks, and tools.
- Manage documentation related to telecommunications infrastructure and services.
- Provide technical guidance to team members and clients.
- Research, recommend, and implement telecommunications equipment and services.
Qualifications:
- Bachelor's Degree in a technical or business field or equivalent specialized training or experience.
- 6 to 10 years of experience in telecommunications or equivalent.
- 2 years of IP-specific telephony experience or equivalent.
- Knowledge of scripting programming languages such as Python and PowerShell.
- Experience with contact center IT operations.
- Strong project management and interpersonal skills.
- Expert knowledge of telecommunications principles and data networks.
Preferred Skills:
- Experience with Genesys Cloud and MS Teams calling technology.
- Knowledge of Audiocodes and SIP trunk routing.
- Working knowledge of T-SQL programming.
- Genesys Cloud certification and/or MS Teams Certification.
Travel Requirements:
- Occasional domestic and international travel, up to 20%.
Physical Demands:
- Normal office environment.
**Required Skills**:
- Telecommunications Expertise: Expert knowledge of telecommunications principles and concepts, including IP telecommunications standard topologies and physical specifications.
- Data Networks: Expert knowledge of data networks, including OEI model, routing, switching, IP addressing, QoS, and PoE.
- Scripting and Programming: Proficiency in scripting programming languages such as Python, MS Graph, and PowerShel1.
- Audiocodes and SIP Trunk Routing: Experience with Audiocodes and SIP trunk routing.
- T-SQL Programming: Working knowledge of T-SQL programming.
- Project Management: Strong project management skills to handle multiple assignments and projects effectively.
- Interpersonal Skills: Strong interpersonal skills to work closely with team members and clients.
- Vendor Management: Ability to manage telecommunications vendors and work closely with various organizations to design and implement communications solutions.
- Telephony AI Skills: Experience with AI technologies in telephony, including natural language processing (NLP) and machine learning (ML) to enhance voice recognition and response systems.
- Integration and Automation: Expertise in integrating telephony systems with AI-driven automation tools to streamline processes and improve efficiency.
- Voice Technology Innovation: Knowledge of emerging voice technologies and the ability to implement innovative solutions to advance telephony systems.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other protected status, in accordance with local regulations._