BSA - Instructional Designer in Portland, OR at APEX Systems

Date Posted: 7/2/2018

Job Snapshot

Job Description

Job #:  862786

If you are interested in this role, please email your resume directly to Troy Sampson at tsampson@apexsystems.com.

Position: Instructional Designer (Documentation Specialist)

Company: Fortune 100

Location: Portland, OR

Contract Length: 1+ Year Contract – Contract Will Renew Yearly

Project Details
Working with the Call Center to help create documentation and a training program that the call center agents can follow. They are managing 10 call centers, 150 agents, and 5-6 different products (nationwide). They are using Aspect as their Telephony System and creating a Cloud Service for the suite of Aspect products/applications they have.

Job Brief

  • Need to be customer-service centric, yet have a technical background. Need to be able to speak to customers and business units - main customer is the call center
  • 50% technical/50% business/customer service focused
  • Systems Configuration skills - read XML and do some updates on the backend of the system as needed
  • Familiar with VISIO - draw up a workflow (dialogue flow is what they call it) 
  • Strong with multitasking, works well under pressure/timelines, manage expectations of people. 
  • Write Boolean code - use a tool called 'Call Minor' - need to be able to run queries against the tool 
  • XML skills (at least be able to read XML code) 
  • CREATING DOCUMENTATION is a huge part of this job


Responsibilities

  • Define configuration specifications and business analysis requirements
  • Perform quality assurance
  • Define reporting and alerting requirements
  • Own and develop relationship with partners, working with them to optimize and enhance our integration
  • Help design, document and maintain system processes
  • Report on common sources of technical issues or questions and make recommendations to product team
  • Communicate key insights and findings to product team
  • Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer

Requirements

  • A degree in IT / Computer Science
  • Proven experience in eliciting requirements and testing
  • Experience in analysing data to draw business-relevant conclusions and in data visualization techniques and tools
  • Solid experience in writing SQL queries
  • Basic knowledge in generating process documentation
  • Strong written and verbal communication skills including technical writing skills