Call Routing Analyst

Requisition ID # 162627 

Job Category: Business Operations / Strategy 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Sacramento

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&E's alignment around the customer.

The Workforce Management (WFM) Routing Team is a 24/7 operation that designs, develops, maintains, and monitors real-time customer call traffic to ensure our internal and external customer calls are optimally answered by the right person or group all while managing system performance, outages, emergencies, and outbound notification campaigns. The WFM Routing Team is also responsible for maintaining and monitoring Cisco Unified Contact Center Enterprise (UCCE) Contact Center technology performance, including CC&B, Field Automatic System, Outage Information System, Contact Center (CC) Outage Tool, network connectivity, Online TechDown tool, and other Contact Center applications to provide customer service. WFM Routing acts as the central point of contact for Contact Centers to report any technology or routing anomalies, plays a role in Gas and Electric Dispatch and Credit Department call routing with other company lines of business onboarding in the near future. WFM Routing and IT work hand in hand to ensure the Cisco UCCE platform is maintained and operational; from ACME, CUBE, CUSP, VXML Gateway, CVP, Peripheral Gateway, Router, Logger, Nuance IVR and UCCE Script Editor. Both groups work together to coordinate and execute clearance activity across the system platform interacting with internal IT groups as well as Cisco RSM and/or Cisco TAC.

Position Summary

Ensures the availability, integrity, and reliability of call routing systems. Provides technical support of an IT infrastructure or operations product line, enterprise platform and technology service. Provides monitoring, analysis, diagnosis and resolution of problems involving hardware, OS, peripherals, infrastructure and telecommunications applications. Provides 24x7 call-out support and consulting to operations and external clients.

This position is hybrid, working from your remote office and the Sacramento Contact Center(SCC) once a week on Thursdays and or based on business needs.  The WFM Routing Team is open M-F 630am-930pm and Sat and Sun from 830am-5:00pm  with oncall for all off hours.

PG&E is providing the hourly rate range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual hourly rate paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.​ This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 

The hourly rate for this position ranges from $39.00 to $59.00

Job Responsibilities

• Provides consulting and guidance during the detailed design, build, test, and deploy phases of IT projects.
• Drives efficiency through effective call routing and traffic management strategies.
• Provides technical support and administration of critical infrastructure network components (e.g., firewalls, proxy servers, routers, etc.).
• Assists in the development and implementation of guidelines and process documentation.
• Facilitates the annual company-wide Disaster Recovery plan.
• Verifies all projects and work meets standards.
• Leads system maintenance and implementation of enhancements, coordinates scheduling, testing and functional validation.
• Develops test protocols, models, test technologies and analyzes data.
• Helps work plan and schedules to reallocate resources or reprioritize program work.
• Perform testing and evaluations of new technologies in a lab environment.

Qualifications

Minimum:

• High School or GED-General Educational Development-GED Diploma
• Experience with call center technology, or related, 2 years
• AUCCE-Administering Unified Contact Center Enterprise Certification

Desired:

• Bachelors Degree in job-related discipline or equivalent experience
• Experience in IT-Information Technology operations, 1 year
• DUCC-Deploying Unified Contact Center Enterprise certification, V80, CVP80