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Sr. Technical Account Manager - Level 2 Support: Nuance Communications

Company NameNuance Communications
Job CategoryTechnology; Telecommunications
LocationAtlanta, GA
Position TypeFull-Time, Employee
Experience10-15 Years Experience
Desired Education LevelBachelor of Science
Date PostedMay 10, 2008
Nuance Communications
View Nuance Communications profile and job listings
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Technical Account Manager (Level 2 Support, IVR, Operations)

About Nuance:

Nuance Communications is the leading provider of speech and imaging solutions for businesses and consumers around the world with over $600M in annual revenue. Every day millions of users and thousands of businesses experience Nuance by calling directory assistance, getting account information from automated customer care centers, dictating patient records, and telling a navigation system their destination. Nuance Communications is headquartered in Massachusetts with offices worldwide. Nuance's competitive drive to be the market leader in the imaging and speech & language markets worldwide has created career opportunities for qualified candidates.

As a contributing member of Nuance, you will work within a dynamic team environment to develop, support, market and sell our award-winning software applications. We offer competitive compensation packages; including stock options, Employee Stock Purchase Plan, 401(k), full health and welfare benefits and a challenging technical but casual work environment. Join our dynamic, entrepreneurial team that operates worldwide (Europe , US, APAC). Be a part of our fast growing track of continuing success.

Summary:

As a Technical Account Manager in the On-Demand business unit of Nuance, you will resolve issues in our Voice Hosting System and IVR applications. You will investigate complex problems involving hardware, software, telephony and VoIP. Internal and external communication and documentation skills are critical. Our account managers work with directly with clients (such as AT&T and MetroPCS), the NOC, Software Development Engineers, Quality Assurance and other team members to ensure that issues on our Voice Hosting Platform get resolved and that the resolution is appropriately communicated to clients.

Responsibilities:

  • Provide on site support to one of Nuance On-Demand’s largest customers in either Seattle, Washington or Atlanta, Georgia.
  • Interface with customer representatives on a daily basis, including Senior Management, while being the voice of Nuance.
  • Support future application releases by being an active member of the project team, beginning from project inception to launch.
  • Perform post launch support by providing in-depth troubleshooting and problem resolution for our VoIP call center systems and applications.
  • Provide excellent communication, internally and to customers, on the status and resolution of issues.
  • Offer guidance to clients on VXML issues, create and publish programming hints for solving customer problems.
  • Write knowledgebase articles for internal and external customers.
  • Provide clear communication to On Demand staff on problems requiring their involvement, including symptoms, steps taken and detail from logs showing the issue.

Requirements:

  • Bachelor’s degree or higher in a technical discipline (CS, EE, Math)
  • 10-15 years total experience with at least 2 -5 years experience providing technical support in 24/7 Operations type environment
  • Availability to be on call 24/7
  • Strong understanding of call center technology (telephony, switches, CTI, speech/IVR )applications.
  • Must be a motivated and a self-starter with the ability to work off-site independently
  • Prior technical project management experience
  • Experience with Windows and Linux/Solaris/Unix
  • Relational database and SQL skills are required; Oracle experience preferred.
  • Prior experience with VoIP, JBoss, Java and VXML are all pluses
  • Experience with Python, Ruby and the Resin Application Server are also pluses.

For more information about Nuance and to see our other career opportunities check our website at www.nuance.com

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