Job Description

Job Description

Description

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

Lead in the design, delivery and daily operations of Call Center IT voice solutions and provide IT operational support for Exelons Electric Utility Call Centers.

PRIMARY DUTIES AND ACCOUNTABILITIES

- Provide technical expertise and engineering support for maintaining performance and reliability of key IT Call Center voice solutions. Contribute to project technical architecture design, development and deployment.

- Assist in planning the introduction of new technologies and/or identifying the most appropriate technology choices to accomplish goals by utilizing Exelons standard governance process as outlined in the Management Model. Ensure appropriate implementation of technology both within the production and the development environments take place.

- Build and maintain knowledge of new technologies or technology opportunities and assists in development of analysis of their use for business and call center operations.

- Identify and provide Business and IT data on IT trends and issues. Participate in IT architecture review and standards setting. Assist in the development of white papers, conducting presentations as needed to explain why a technology is being recommended by IT.

- Maintain and enhance engagement with business and IT partners.

- Maintain technical knowledge and business acumen within own discipline or function

Qualifications

POSITION SPECIFICATIONS

Minimum:

- Bachelor degree in Computer Science or related discipline and typically 5 to 8 years experience in IT operations, or equivalent combination of education and work experience.

- Broad technical expertise supporting Voice Communications Systems and Architectures (e.g. VoIP Telephony, Avaya Aura Voice Systems, NICE Call Recording & Speech Analytics, NICE Workforce Management, Call Management Systems and ACD/CTI technologies.

- Broad technical experience supporting large scale multi-tenant call centers.

- Excellent communications skills- Able to effectively communicate highly technical information in non-technical terminology (written a verbal).

- Understanding of change management principles associated with new technology implementations.

- Demonstrated leadership ability

- Understanding of project management and/or ITIL principles

Preferred:

- Technical certifications in Technical Area of Specialty such as Avaya Aura, NICE Systems and Wintel/Linux server infrastructures.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

EEO is the Law Poster