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Why we do what we do

spoken
If you think about the way customer service over the phone is handled today, it is the opposite of the way you would do it if you could. Today, most companies use their live agents, their costliest resources, to answer the simple questions, and automation to try to understand the more complex issues about why people are calling. It really should be the other way around.
spoken

Gilad Odinak, CTO, Spoken

Spoken

Careers

Spoken Communications is hiring independent self-starters who enjoy challenges, can juggle multiple priorities and enjoy working in an ever-changing, fast-paced environment to serve customer demands. If you enjoy taking the lead on projects as well as working in a team dynamic to develop long-term customer relationships, contact us at jobs@spoken.com.

Spoken is hiring:

Call Center Support Engineer

Type: Full-time
Experience: Mid-Senior level
Functions: Customer Service, Information Technology, Quality Assurance 
Posted: October 3, 2009

Job Description
Do you want to be heralded as a hero when you walk into a customer’s office? Do you live and breathe contact center efficiency? Are you always tweaking technology and working 24/7 to troubleshoot new solutions? Do you enjoy juggling multiple tasks? Spoken Communications is a fast-paced technology startup in the speech recognition and customer service automation fields. We aim to increase efficiency and decrease the cost of customer service for our clients’ contact centers with a unique hybrid solution: patented speech recognition technology complemented by human intervention. We are looking for an experienced, customer-minded Call Center Engineer who enjoys providing technical support for clients and maintaining system availability through monitoring, maintenance and troubleshooting as well as supporting ongoing day- to-day changes. Position is in-house in Bellevue, WA.

Responsibilities:

  • Learn, become an expert and own operations of the various Spoken deployed systems
  • Provide advice and guidance to Spoken team in call center related design and support questions
  • Take part in planning and execution of Spoken product deployments on customer sites
  • Be a forward thinker; investigate and come up with preventive ideas, tools and technologies to reduce customer issues

Skills

  • Must have a passion for troubleshooting client problems and satisfying customers’ needs
  • Availability and desire to provide on-call support 24x7
  • Able to prioritize and juggle complex requests and issues from multiple clients; must be flexible and work with ambiguity and changing priorities
  • Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
  • Must have good communications and interpersonal skills and the ability to clearly communicate issues and problem resolutions as well as maintain excellent working relationships with customers and partners
  • Able to proactively and independently resolve issues, yet also function well within a team
  • 5+ years of experience in both Avaya ACD (specifically Communication manager 5.x) and Cisco routers/switches (specifically AS5400 for telephony and 3845, 3750)
  • Strong knowledge of contact center operations
  • BS in Computer Science preferred or equivalent work experience
  • Ability to travel as needed

Additional Information

  • Please send cover letter and resume to jobs@spoken.com. No phone calls.
  • Local candidates only, no relocation (Greater Seattle Area).
  • No third party applications.

Senior Software Engineer

Type: Full-time
Experience: Mid-Senior level
Functions: Engineering 
Posted: October 3, 2009

Job Description
Do you believe that technology is the key to keeping customers happy? Do you enjoy a challenge and love juggling multiple tasks and priorities? Spoken Communications wants you to become an expert on everything Spoken. We are a fast-paced technology startup in the speech recognition and customer service automation fields. We aim to increase efficiency and decrease the cost of customer service for our clients’ contact centers with a unique hybrid solution: patented speech recognition technology complemented by human intervention. We are looking for an experienced, customer-minded Senior Software Engineer who gets a kick from owning projects end to end, engaging in customer interactions, drilling down specifications, tracking development and diving into Q&A. Position is in-house in Bellevue, WA.

Responsibilities:

  • Develop, improve and sustain Spoken's core IVR platform
  • Explore new features and technologies with the goal of reducing overall contact center operations cost while improving clients’ ability to manage, understand, categorize and act upon their customer communications
  • Develop a deep understanding of Spoken's clients' needs and invent, design and develop software to address these needs

Skills

  • Strong analytical and problem solving skills; loves debugging and figuring out tough (or plain annoying) problems
  • Must thrive on challenges and enjoy a dynamic environment with frequent changes in priorities and tasks
  • Must be flexible and easily deal with ambiguity
  • Minimum of 5 years of software development experience, including strong hands-on software design and development
  • Strong knowledge of C/C++ and/or Java
  • Some experience with some or all of the following: MySQL, Linux, Flash and other scripting languages
  • BS and/or MS in Computer Science or related field
  • Experience with telephony, CTI, and IVR a plus
  • Good communications and interpersonal skills, with ability to work closely clients of all sizes, from startups to Fortune 500

Additional Information

  • Please send cover letter and resume to jobs@spoken.com. No phone calls.
  • Local candidates only, no relocation (Greater Seattle Area).
  • No third party applications.