Role: Network Administrator
Must have telecom experience.
JOB DESCRIPTION:
Senior Engineer - Telecommunications position responsible for all technical aspects of enterprise telephony and contact center infrastructure. Infrastructure includes, PBX administration, VOIP and TDM architectures, ACD, IVR, call recording, workforce management, and CTI integrations, as well as Vendor and Client management.
This hands-on position requires expert knowledge of telecommunications to design, recommend, and implement new contact center solutions to further meet and exceed customer expectations. Additionally, the candidate must be able to effectively communicate with cross functional IT groups, contact center personnel, and all levels management in a calm, coherent professional manner. This highly specialized technical position will be a telecommunications Subject Matter Expert with extensive knowledge of Enterprise Communications within both centralized and distributed unified contact center environments. Additional responsibilities will include reviewing and implementing site disaster recovery plans, writing and executing technical procedures, documenting and reporting tickets, and providing 24/7 support.
Our ideal candidate will be a technically competent, hands-on self starter with strong communication skills to work with other groups for a growing company. Must work with multiple project and operations teams simultaneously and thrive in fast-paced, dynamic environment. The candidate must be very detailed oriented.
RESPONSIBILITIES:
· Create, run and analyze functional reports for the Enterprise telecom group
· Chair and document weekly ticket review meetings
· Utilize Operations, Administration, Maintenance, & Provisioning (OAM&P) practices on corporate telecommunications systems and services in a 24x7 contact center operation
· Design, implement, review, and recommend routing and scripting on Cisco and Aspect suite of telecommunications systems (ACD/IVR, gateways, PEQM, eWFM, IPCC, etc)
· Considered Subject Matter Expert (SME) for Cisco and Aspect Uniphied Communications Suites.
· Expert understanding of Cisco Voice Mail Platform (Unity and Unity Connections)
· Expert in troubleshooting techniques in a telecom IP environment (traces, sniffer, T-Bird, etc).
· Lead and mentor enterprise telecom technicians
· Implement Disaster Recovery plans as necessary
· Coordinate corporate Toll Free and Teleconference services
· Manages and tracks all Telecom related Return Material Authorizations (RMAs)
· Manages software patches and upgrades for all Cisco AVVID servers
· Coordinate the resolution of issues utilizing district personnel when applicable
· Asset tracking and Inventory of Telecom related equipment
REQUIRED SKILLS AND EXPERIENCE:
- Minimum of 7 years telecommunications industry experience required in support of a large contact center environment.
- Baccalaureate Degree required.
- CCVP certification preferred. CCNA required, or proof that candidates will obtain CCNA certification within six months of hire date.
- Knowledge of VoIP, IVR, Video Conferencing, mobile technologies, and CTI systems
- Advanced understanding of a customer service contact center environment
- Knowledge of analog, digital, optical, and VoIP Telephony services
- Effectively communicate with all levels company personnel
- Must have a minimum of 5-7 years experience with Cisco Call Manager, Cisco Voice Gateways and IPCC.
- Must have a minimum of 5-7 years experience with and Aspect Contact Center ACD, CSS/IVR, eWFM, AQM (PEQM), Broker (NIQ)
- Experience with call mining platforms a plus.
Kartik Desai
CyberThink Inc.
mailto: kartik.desai@cyberthink.com
Tel:- 877-223-7153 X 558
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