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Sitel is a world-leading supplier of services in Business Process Outsourcing. We carry out three million customer contacts every day in 32 languages and in 28 countries all over the world. Sitel offer their clients high-quality services in sales, customer service, support and back-office. We assist our clients to reach better customers loyalty, reduce service costs and achieve an increased turnover per client.
We currently have an exciting and challenging opportunity for a IT EMEA Service Expert Centre Developer, based in Belgrade.
IT EMEA Service Expert Centre Developer
(m/f)
Summary of Primary Job Responsibilities:
The Service Expert Centre Developer has total or partial ownership for the development, installation, configuration, trouble-shooting, maintenance and support of software products (either custom developed by the Development team, or 3rd Party) that support SiTEL Operations. These tasks are undertaken in accordance with Development Methodology & Guidelines to ensure the smooth operation of the production environments.
In this role, he/she is responsible for delivering applications that meet client requirements, objectives and Service Level Agreements. In fulfilling this function, he/she provides a high-quality professional service within the pre-defined procedures, quality and standards and ensures that client and operational satisfaction is achieved.
Responsibilities:
- Is accountable for the design, development, installation, configuration, troubleshooting and maintenance of software applications for a number of assigned client programs, according to the required standards and within the defined timeframe.
- In particular this role will support applications developed in a variety of programming languages, primarily languages in the Microsoft, Net framework.
- 3rd party software that may be supported by this role also includes:
- CallScripter (agent script creation)
- Siebel (CRM tool)
- RightNow (CRM tool)
- Altitude (CTI platform)
- Serves as an escalation point for the support team on assigned application solutions and ensures that issues escalated are resolved in due time. This may involve Out Of Hours support.
- Ensures that all software applications are fully tested (User Acceptance Test) and documented in order to minimize business risk.
- Proactively identifies technological opportunities that will improve organizational profitability.
- Adheres to standard Change Request procedures and protocols.
- Provides technical assistance for the user (after escalation), in order that he/she is able to fulfil his/her job adequately. Provides technical assistance and training to other persons/teams as required/directed by the Development Manager.
- Executes implementation of assigned projects within the assigned and approved timeframe.
- Reports regular work/project status to the Development Manager.
- Assists management in compiling/assessing technical solutions and requirements.
- Documents software applications for future reference.
Education:
- Minimum of 2 years experience or equivalent.
- A Bachelors degree would be preferable.
- Introductory period needed to become acquainted with the job: 3 - 6 months.
Knowledge/Skills/Abilities:
- Knowledge of programming languages, e.g. VB .Net, HTML, Javascript, XML, and Oracle PLSQL. Other languages/DB desirable (e.g. C#, MSSQL)
- Good spoken and written knowledge of English and German is a must
- Microsoft Office (Word, Excel, Outlook, Powerpoint)
- Database Design & Development (Oracle, MS-SQL)
- Knowledge of CTI Middleware (e.g. Altitude, Genesys, Vocalcom) and Telecom switches is desirable, but not essential
- General knowledge about call centers operations is desirable but not essential
- Meticulous and punctual, proactive, client minded (internal and external)
- Open minded towards new developments and tools
- Understanding Project Management methodology
- Understanding of financial drivers
- The SEC Developer must be able to quickly resolve any escalations affecting day-to-day operations
- Ability to work independently but is supervised on a regular basis by the Development Manager
- Ability to prioritize tasks appropriately, to minimize interruption to operations
To apply send you CV to Join us on facebook in order to get more information about our company
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