Voice Technology Analyst ( Remote)

You are a driven and motivated problem solver ready to pursue meaningful work. You strive to make an impact every day & not only at work, but in your personal life and community too. If that sounds like you, then you've landed in the right place.

Enterprise Contact Center & Digital Enablement – Voice Technology Analyst

The Hartford's Enterprise Contact Center & Digital Engagement (ECC&DE) team is seeking a Production Support candidate to leverage deep technical expertise and strong communication skills to ensure Production Stability, manage daily operational activities, provide production support oversight for all applications within the ECC&DE portfolio.

The ideal candidate should possesses functional knowledge and skills reflective of a competent practitioner with the ability to deliver on work of high technical complexity. Supports technical management in the analysis of short and long range technical infrastructure requirements and recommends innovations which anticipate the future impact of changing technical requirements, hardware and software on the client area's applications and systems. Participates on multiple project teams as a team member and provides support within their area of expertise.

Responsibilities:

• Ensure Application Availability, Quality of Service and SLA Adherence
• Systems and performance monitoring
• Testing of the technical infrastructure
• Identification of the key drivers and critical success factors that are driving change in the systems infrastructure
• Providing technical consulting on highly complex issues
• Facilitating technical troubleshooting calls, providing direction to the IT and vendor teams during a critical incident keeping the team focused on service restoration as the priority, then identifying and mitigating root cause.
• Oversight of Production Stability in terms of impacts from changes released by the maintenance and invest project teams, as well as infrastructure & configuration impacts
• Depth and breadth of knowledge of the business, technologies, applications, integration and interfaces.
• Technology background and skills for quick learning of the systems and applications 

Qualifications:

• 3+ years’ experience in IT and Call Center technology
• Knowledge of performance and observability tools such as DynaTrace, SumoLogic, BMC TrueSight, and related tools.
• Proficiency in assessing IT systems and evaluating alternative solutions
• Strong analytical skills, creative and innovative thinker.
• Proactive, flexible and willingness to work in a fast-paced Agile environment
• Strong interpersonal skills with the ability to communicate effectively, written and verbal, with peers, business partners and leadership.
• Experience in Genesys Voice Technologies and Designer Analytics is a plus.
• Bachelors degree in IT, Computer Science or Engineering or equivalent work experience required

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$80,800 - $121,200

Benefits

Our company’s success is due to our employees’ dedication and passion for their work. They are our greatest asset. That’s why we are committed to offering employees and their families a comprehensive benefits package and award-winning well-being programs. By helping our employees achieve their full potential, we unlock our own. Visit https://www.thehartford.com/careers/benefits for details.

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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