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
• Senior Software Engineer

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.