At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Job Description 

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Responsible for operating, administering and managing the day-to-day operations and support of our Call Center call routing strategies and related infrastructure for our Business Partners. Designs, implements and maintains the Call Routing Configurations, Scripting and 24 x 7 infrastructure/business support for these Call Center systems.

Responsibilities

• Troubleshoots issues related to voice platforms, including high-priority and production-impacting situations.
• Escalation to vendors and/or Voice Engineering and implementation teams as needed. Participates in RRTs and providing updates to management, command center, business and BT Sr. management regarding problem resolution.
• Performs proactive and reactive monitoring and support of the enterprise telephony platforms and related Call Routing configurations and strategies. Performs regression testing on changes/installs and patches in the environment. 24 x 7 on-call support for business and infrastructure issues involving call flow and call flow-related infrastructure.
• Administration, Configuration and Scripting of telephony infrastructure applications and devices including but not limited to, AT&T Route-It, Cisco Unified Contact Center Enterprise (UCCE), Cisco Intelligent Contact Manager (ICM), Noble Systems Dialers and Cisco Call Manager platforms.
• Works closely with business partners to help document, design, configure and implement call routing strategies. Accurately maintains incident queue, escalation calls and supports requests from Service Catalog and Command Center.

Minimum Qualifications

At a minimum, here’s what we need from you:

• Bachelor's Degree in Information Technology and Telephony/Call Center Studies, or related field
• 4+ years of experience in call center, utilizing Cisco ICM/UCCE platforms specifically, or related experience
• In lieu of a degree, 6+ years or an equivalent combination of education and call center experience, utilizing Cisco ICM/UCCE platforms specifically, or related experience

What are you waiting for? Apply today!

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.