IVR Application Developer/Suppor

STG is looking for a senior programmer / analyst who can provide technical support; maintenance and development work on the Genesys and call center systems. STG has worked together along with a 3rd party vendor to replace the retirement application processing and telecommunications / call center systems over the last 4 years. The selected resource would become part of the Application Support Team (AST) in a staff augmentation capacity providing ongoing application support and maintenance for the call center systems. The programmer / analyst would be responsible for : 1) Maintaining 99% system availability; 2) Implementing small maintenance and enhancement changes for application; 3) Supporting hardware and software upgrades; and 4)Providing knowledge transfer of IVR and related call center technologies to the identified resources on the DIT Application Support Team.

The technical environment for the work includes - The primary retirement application, Clarety is a four-tiered Internet based architecture using object-oriented methodology and techniques. The four tiers include a client tier, web server tier, application server tier and a database server tier. The application was written in Java 2 Enterprise Edition, (J2EE) with MS SQL Server database. Clarety interfaces with the Siebel component that provides call center functionality. The call center systems include Genesys and CTI (Computer Telephony Integration), AVAYA IVR system, and AVAYA Contact Centre technology.

Description of the requested work, including deliverables and knowledge transfer :

Complete development and implementation of project incident reports (PIR s) into production including fix, upgrade and other enhancement work on the IVR and other call center systems. A complete transition plan. Provide knowledge transfer of IVR, Genesys and call center systems and programming to identified state resources.