This position is responsible for the planning, development, implementation, and maintenance of voice and data telecommunication services (T3, DS3, DS1, DS0, MPLS) and the telecommunication cabling infrastructure. Monitors and maintains the operation of the Private Branch Exchange (PBX) switch and all peripheral equipment, to provide high quality voice telecommunication services. Controls and maintains routing of toll free and DID to dedicated and switched services. Responsible for two data centers (primary and backup). Acts as the primary contact for all carrier relationship to include pricing, terms and conditions for all existing and new telecom and data contracts.
Essential Functions and Responsibilities
- Responsible for the installation, maintenance and cost control of voice and data telecommunication services to avoid disruption in communications and ensure efficiency of operations.
- Oversee the overall operations of the voice telecommunication systems for both central and remote locations including VoIP maintenance services, voice mail administration, all carrier circuit services, trunk routing, interconnects, cable database management, call distribution platforms, cellular phone service, fax service, coordination of centralized software modifications and equipment upgrades as well as adds, moves and changes for individual station equipment. Responsible for WAN MPLS network and carrier relationship. Monitor activities related to installation of common carrier's services. Work with Network Services staff to provide voice over IP services.
- Respond to trouble calls both internal and from external clients. Responsible for diagnosis and repair of all equipment within the demarc location Interface with users to identify, evaluate, and implement solutions. Capable of estimating, trouble-shooting, using test equipment and familiar with carrier procedures. Validate and test reported problems with computerized switching records. Activate alternative to temporarily bypass problem if available. On call as required by telecom and network events.
- Analyze and implement work orders. Report repairs to vendors and coordinate repairs. Responsible for overseeing the work of vendors, interconnects, local phone company and in-house personnel on voice and data telecommunications equipment. Perform adds, moves and changes when appropriate.
- Perform periodic testing of service availability, capacity, performance and failover.
- Responsible for maintaining the voice telecommunication budget, billing and programming needs; monitor, analyze and verify billing in conjunction with call accounting and investigate suspected abuse of the system. Review all telephone bills, credit card charges and maintain monthly billing records.
- Supervise and coordinate the current system to provide an integrated analog/digital telecommunication environment to provide users with uninterrupted service.
- Maintain trunk facilities, cable plant, T-1 carrier circuits (250 plus voice circuits), two MPLS networks, voice/fax mail, call accounting, battery back-up, alarm lines and data lines to ensure all are in operating order. Develop and recommend new program changes to ensure maximum efficiency while minimizing cost and service outages.
- Monitor and update PBX, Voice Mail, Call Distribution (ACD), Call Detail Recording (CDR), Traffic Analysis.
- Responsible for developing and maintaining guidelines for emergency procedures.
- Provide limited training to faculty, staff and administration.
- Review, maintain and develop guidelines for all support systems, service contracts, warranties and outside consultants.
- Bachelor's degree from an accredited college or university in Telecommunications, Computer Science, Information Systems, Information Technology or in a related field, or four (4) years relevant work experience may be substituted for a degree.
A minimum of five (5) years previous experience utilizing VoIP, toll free in a call center or large scale environment.
- A minimum of three (3) years' management experience.
- Strong leadership, communication, organizational, analytical and interpersonal skills required. Participation in sales meetings and direct contact with customer are critical aspects of this position.
- Expert understanding of SIP, ISDN, PRI, DS3 and DS1.
- Experience with Avaya ACD, CMS
- Must understand and have experience with a wide array of Telecom routing tools. AT&T Route IT, Toll Free Routing Control, Legacy Qwest Q Routing, Legacy Global Crossing Platform. Role will maintain and setup inbound call center environment and all Telecom routing strategy.
- Must be highly motivated, driven and a self-starter.
- International Telecom Carrier Experience a plus. SIP, VoIP and call center industry experience preferred.
- Contact Center experience.
- Evening and weekend work to meet business needs.
- General office environment.
- exterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.