Aspect ACD System Programmer

Here's the deal. You can do top-notch work for a world-class organization and make a difference in people's lives. It's that simple.

We're The Capital Group Companies, a 75-year-old investment management company that prides itself on creating an environment in which our associates feel they can succeed and be valued for their contributions. We're the home of American Funds, one of the three largest mutual fund families in the United States. The benefits of working at Capital include interesting work, exceptional colleagues, a comfortable workplace, competitive salaries and bonuses, and health and life benefits from day one.


Job Description
Here's the deal. You can do top-notch work for a world-class organization and make a difference in people's lives. It's that simple.

We're The Capital Group Companies, a 75-year-old investment management company that prides itself on creating an environment in which our associates feel they can succeed and be valued for their contributions. We're the home of American Funds, one of the three largest mutual fund families in the United States. The benefits of working at Capital include interesting work, exceptional colleagues, a comfortable workplace, competitive salaries and bonuses, and health and life benefits from day one.The Aspect ACD System Programmer maintains and supports the Aspect Voice System and participates in various projects to continually improve customer service and the efficiency of the voice infrastructure. Specific responsibilities include business application analysis, design, implementation and operations. In addition, Call Center administration, system management and reporting and interpretation are performed. Call Center Specialist may also lead the design and planning of projects.Qualifications

Strong technical skills in voice communications to include Private Branch Exchange (PBX), Voicemail, Automated Call Distribution Systems and equipment and an understanding of local, long distance and 800 carrier products and features.

Thorough knowledge of the functionality and capabilities of the Aspect system. This includes the Aspect database, Aspect ACD and the Aspect Voice System

Thorough knowledge of Aspect system programming that include obtaining user requirements, modifying or creating new applications, agent groups/ agent super groups, announcements, DNIS records, and call control tables.

Excellent Aspect system troubleshooting skills that includes examining programs, hardware components and trunks and working with the Aspect Customer Operations Support.

General knowledge of the Aspect Seagate Info reporting platform that includes adding new users, understanding data contained in the reports and resolving any issues.

Experience with Siemens and AT&T products and services are desired.

Experience training end users on new enhancements to the Aspect system.

Experience managing small projects involved with the hardware and software implementation.

Excellent verbal/written communication and problem solving skills.

Excellent interpersonal and customer service skills.

Effectively work in a team environment and have flexibility to adapt to changes.

Strong organizational and time management skills necessary as well as ability to multi-task to meet deadlines.

Bachelor's degree highly preferredWe offer excellent salaries, a progressive environment and a premier benefits package that includes:
Medical, dental and vision coverage effective day one

Three weeks vacation in year one

15% of annual salary plus bonuses contributed by the company to your retirement plan, up to IRS limits

Generous educational assistance

Health club subsidy

Paid, comprehensive training programs

Team-oriented working environment

Business casual dress
We are proud to be an Equal Opportunity Employer.