Contact Center Technology Intern (Full Year)

Summary of Responsibilities:

The intern will assist the IT Cloud Contact Center Team in making changes to the core applications that power the service and Contact Center organization(s) supporting the breadth of the W&S family of companies. You will learn the platform, partner with the business to gather requirements, ideate, design, implement and support new functionality.

Position Responsibilities:

• Gathers requirements, documents and actively participates in design and other planning sessions. 
• Utilizes programming tools effectively to ensure accuracy and enhance productivity.
• Assembles and analyzes data relating to current Contact Center systems as a means of driving modern change across the new platform.
• Consults and/or advises business unit associates by written and/or oral communication on inquiries concerning existing or proposed systems.
• Participates in team meetings.
• Within 3 months, be familiar with the Western & Southern Financial Group Contact Center platform.
• Within 3 months, be familiar with the Western & Southern Contact Center landscape.
• Within 1 month, be able to perform basic tasks as assigned by the Systems Manager.
• Performs other duties as assigned by management.

Selection Criteria:

• 3.0 GPA or higher.
• Strong analytical skills, experience identifying and defining problems; collecting or interpreting data, establishing facts, and providing effective solutions.
• Business Analysis
• Agile/Scrum
• Contact Center Cloud Platforms
• Web Services/API Development
• Open to collaboration/assessment of business processes using technology.
• Motivation and ability to be productive in a fast-paced, dynamic environment.
• Self-direction, flexibility, and an eagerness to learn.
• Demonstrated commitment to quality, emphasizing the need to deliver quality products and/or services.

Educational Requirements:

• Currently pursuing a Bachelor’s degree in information systems, computer science or related field of study.

Computer skills and knowledge of hardware & software required:

• Proficient in specific programming languages required for the position.
• Proficient in word processing and spreadsheet applications.

Certifications & licenses (i.e.  Series 6 & 63, CPA, etc.):

• None required.