Voice/Data Communications Engineer (Journeyman) - Wisemen Multimedia : Job Details

Job Summary: The Voice/Data Communications Engineer will monitor, support and integrate business requirements (both new and updated) for client approved technologies. In support of this objective, the Voice/Data Communications Engineer will provide the Text-to-Speech component of Cisco Intelligent Contact Management (ICM) to the Cisco Contact Center Voice Portal (CVP). They will also assist with models to identify policy implications of alternative actions, assumptions and recommend any new data that would be appropriate to collect from the system or customers to support such analyses. Client locations: Chamblee, Georgia and New Carrolton, Maryland (hybrid).Primary Duties & Responsibilities:

• Perform text-to-speech tasks in support of the government client.
• Construct voice recordings, serving as the system software engineer for the voice-to-text software and hardware present.
• Build and convert recordings in both English and Spanish.
• Partner with the Business Operating Divisions to develop detailed requirements for Contact Center Enterprise (CCE) sub-systems.
• Act as the business point of contact for the IT organization in the design, development, testing and deployment of Contact Center Enterprise (CCE) changes, ensuring that technical solutions deliver the required Business functionality.
• Facilitate an orderly transition of call routing and Management Information Data to Operations.
• Serve as the liaison between the various business components, and is responsible for the development, implementation and maintenance of interactive applications for the telephone and internet.
• Create announcements in Spanish using Nuance's Text-to-Speech (TTS) software, train new hires, and be able to work with other business components when issues arise with software and during upgrades.
• Modify .wav files created via the Nuance application and Adobe Audition to achieve the best Audio quality possible.
• Convert the format of .wav files from Nuance application utilizing Adobe Audition so the format is usable by IT for development.
• Create and perform Queries to find targeted set of calls using Verint Speech Analytics.
• Review calls and extract desired information to assist in evaluating inbound calls using Verint Speech Analytics.
• Develop Speech Analytics ad hoc reports; provide high level analysis and periodically detailed analysis of Contact Analytics (CA) search request data; collect and track success stories and document process improvements based on Contact Analytics (CA) data provided.
• May serve as primary or backup SharePoint site administrator.

Qualifications:Education and Experience:

• Bachelor's degree in Computer Science, Telecommunications, or a related field. Equivalent experience may be considered.
• 3-5 years of experience in voice/data communications, with a focus on text-to-speech technology and multilingual support (English and Spanish).
• Experience working with telecommunications software, hardware, and systems integration.
• Proven experience in creating ad hoc reports.

Technical Skills:

• Proficiency in Spanish language required.
• Skilled in knowledge and use of Adobe Audition Effects.
• Skilled in knowledge and use of Adobe Audition version 22.0.0.96.
• Proficient in Nuance Text to Speech (TTS).
• Proficient in Nuance Vocalizer Expressive Studio v2.3.0 (Upgrading to Nuance Vocalizer Studio v3.8).
• Proficient in Nuance Vocalizer for Enterprise 7.0.2 (Upgrading to Nuance Vocalizer for Enterprise v7.6.0).
• Skilled with Verint Speech Analytics, including configuration, data analysis, and integration with other systems.
• Proficient in SharePoint including document management, workflows, and collaboration tools.

Interpersonal Skills:

• Strong collaboration and interpersonal skills for working with cross-functional teams, including IT and operations.
• Excellent verbal and written communication skills in English and Spanish.
• Detail-oriented with strong problem-solving and analytical abilities.
• Adaptable and capable of managing multiple priorities in a fast-paced environment.

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