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Contact Center Specialist at Guardian Life Insruance

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Bethlehem, Pennsylvania

Job Description:

Position Summary:

This position is for a Contact Center Specialist who, while being part of a team, will be required to work with minimal supervision on a wide range of projects. The ideal candidate needs to have a self-driven ability to stay current on relevant technologies to provide the technical guidance needed to ensure Guardian leverages the proper capabilities to meet our business needs. The right candidate must have hands on experience with the latest voice biometric technology including both speech and desktop analytics. In addition, the candidate should possess advanced level knowledge of the full suite of Genesys contact center applications. The Contact Center Specialist will be responsible for the design, implementation and maintenance of Guardian's Voice Biometrics technology as well as provide additional support for the Genesys Infrastructure, ensuring the platform is stable, fully operational and meets documented service level objectives.

Primary Responsibilities:

  • Design, implement and support of the following Verint platforms:

    • Voiceprint (Voice Biometric Authentication)

    • Desktop Process Analytics

    • Speech Analytics

    • Call Recording

    • Workforce Management

  • Provide best practice recommendations and optimization opportunities within the Verint platforms

  • Work with the enterprise voice services team as part of our ongoing superior support for various business lines

  • Develop thorough and complete documentation for supported applications

  • Develop comprehensive test plans for multiple scenarios within the platform

  • Assist in the day to day support of the enterprise voice (Cisco Call Manager) and contact center (Genesys) technologies

  • Assist in the administration of ancillary platforms such as Empirix Hammer, Number Pro, Red Sky, Impact360, Acme Packet SBCs, Fax2Mail, ATT Route-It, Nuance, and Infomart


  • Bachelor's Degree in related field or equivalent industry experience.

  • 7 years of intense technical experience in the areas of contact center ACD, skills-based routing, Work Force Management (WFM), call recording , and reporting.

  • 3 years professional knowledge and experience in the design, configuration and implementation of Voice Biometric technology, Speech Analytics, Desktop Process Analytics, and other automated Voice technologies. (Verint Preferred).

  • Strong understanding of contact center and voice technologies including; TCP/IP, SIP, UDP, QoS, CTI and VoIP.

  • Proven ability to create and maintain design diagrams.

  • Must be a responsive, flexible team player that is an entrepreneurial type and a self-starter.

  • Experience with continuous integration, unit testing, static analysis, and automated integration tests.

  • The ability to coordinate well with a team as well as show personal initiative and take ownership of projects.

  • Balance short term versus long term actions, strategic vs tactical requirements, while continuing to align the architectural road map to achieve the strategic long term vision.

  • Excellent written and verbal communication skills, interpersonal skills and experience in presenting to business and technical teams in an effective and persuasive manner.

  • Strong analytical and problem-solving skills with attention to detail

  • Proven track record of meeting commitments while working on multiple projects at once.

  • Experience within the Agile Methodology for project activities and day to day work.

  • Experience using Agile tools such as Jira, Kanban, and Confluence

Preferred Skills:

  • Master's Degree in Computer Science, Software Engineering or related field

  • Experience in the design and successful implementation of automated voice and contact center technologies

  • Experience integrating Verint technologies with Cisco Call Manager and Genesys (on-prem and Cloud) would be a plus

  • Familiarity with AIX/Linux/Windows OS, VMware, and WebSphere

About Guardian:

Every day, Guardian provides Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability, dental, and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of 9,500 employees and our network of over 2,700 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2018 included $8.5 billion in capital and $1.6 billion in operating income. For more information, please visit or follow us on Facebook, LinkedIn, Twitter and YouTube.

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Guardian® is a registered trademark of the Guardian Life Insurance Company of America.