Call Routing Analyst
 PG&E | |
 United States, California, Sacramento | |
 Jan 15, 2025 | |
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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 openM-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 ofthe job posting. This compensation range is specific to the locality of the job. The actual hourly rate paid to an individualwill 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 estimatethe successful candidate hiredinto this rolewill beplaced between the entry point and the middle of the range, the decisionwill be made on a case-by-casebasis related tothese factors.This job is also eligible to participate inPG&E's discretionary incentive compensation programs. The hourly rate for this position ranges from $39.00 to $59.00 Job Responsibilities
Qualifications Minimum:
Desired:
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