Information Engineer– Level

The Information Engineer must be thoroughlyfamiliar with a multi-tier/level Call Center.

The Information Engineer must be able toapply an enterprise-wide multi-tier/level Call Center disciplines for theplanning, analysis, and design on an enterprise-wide basis or across a majorsector of the enterprise. Develop analytical and computational techniques andmethodology for problem solutions. Perform enterprise-wide strategic systemsplanning, business information planning, business and analysis. Perform processand data modeling in support of the planning and analysis efforts using bothmanual and automated tools. Provide technical guidance in software engineeringtechniques and automated support tools.

Required Education Requirements: Bachelor’sDegree and specialized experience supporting a multi-tier/level Call Centerrequired.

ITILv 4 Certification is required within 30days after task order award.

HDI and Project Management Professional(PMP) certifications are preferred but not required.

Experience Requirements: In addition to theeducational requirement, the Information Engineer shall also have a minimum often (10) years of experience performing ad-hoc analysis and standard reportingrequests with data gathered from different sources and/or like complexity.

Acceptable specialized Information Engineerexperience shall also include:

•           Experiencewith:

o          Provisionof actionable recommendations

o          How-to-coordinatewith internal stakeholders and vendors to document, set up, and test requiredcomponents of Desktop Screen- Pop/Soft-Phone applications, workforcemanagement, and real-time and historical reporting systems

o          Servingas a liaison between multiple business units and key stakeholders to resolvecall routing issues, support system upgrades, and execute integration testing

o          Preparing,consolidating, and analyzing daily, weekly, monthly, and quarterly reports

o          Schedulingand attending weekly meetings with various levels of management

o          Recommendingprocess, procedure, and call-flow changes to increase routing accuracy andcustomer satisfaction

o          MeetingKPIs, SLAs, and metrics

o          Maintainingand upgrading support tools and telecom/Call center reports

o                      Callcenter technical component, ability to successfully manage day to dayoperations

o          SQLServer (e.g., maintenance, queries, analytics)

Additional Required Knowledge and Skills:

•           Abilityto manage a technical operations group in a large, complex applicationenvironment

•           Abilityto demonstrate knowledge and understanding of Call Center operations includingcall routing and management technologies (Automatic Call Distributors (ACD),Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text,Mobile, Fax, Phone and Mail), workforce management systems, knowledgebasesystems, quality assurance applications, and business intelligence software

•           Abilityto demonstrate knowledge of current principles, practices, and techniques oforal and written communications

•           Abilityto demonstrate working knowledge of call center concepts and telecommunicationstechnology

•           Abilityto educate and inform senior management and Federal staff on variousalternatives

•           Abilityto manage multiple deliverables under extreme time constraints

•           Abilityto demonstrate proficiency with the following applications, Microsoft OfficeSuite, SharePoint, Microsoft Dynamic, Project and Content Management Systems

•           Abilityto create pivot tables using Microsoft Excel

•           Abilityto adapt to changing environments and to apply creative solutions to variouschallenges

•           Abilityto demonstrate analytical skills

•           Abilityto access business process and system inefficiencies