for performing the daily functions necessary to support voice network services,
voice telecommunications systems, software, and vendor performance related to
voice communications systems and voice network services. Areas of
responsibility include call center support, network performance reporting, operations
management with vendors, local and remote hardware/software installations,
system support and troubleshooting, upgrades, capacity planning, project
management and coordination, disaster-recovery planning, and administration of
dial plan and least-cost routing. Responsible for successfully operating and
maintaining company's voice communications systems and network services at peak
efficiency with minimal disruption. Employee may be required to work overtime
based on business need.
develop telecommunications software solutions and call routing solutions for
internal business units.
recommend, and implement new telecommunications technologies.
analyze, and evaluate telecommunications systems, network services, and
proper billing of telecommunications network usage.
implement telecommunications solutions to improve departmental efficiency and
in installations and/or upgrades of voice communications systems.
troubleshooting; identify issues and appropriate courses of action.
system administration of business systems and software applications supporting
the call center – including interactive voice response system, automatic call
distribution and skills-based routing system, call processing equipment,
with vendors for technical information, equipment costs, and project needs.
ensure quality of new applications.
ongoing support of applications, including some end-user training.
call routing applications and procedures.
and/or coordinate projects.
with all levels of company management in charge of the key business units who
use IS services.
analyze call center reports.
status updates to management.
contract adherence and billing of telecommunication services and networks
creation, vendor evaluation, and contract negotiation for telecommunication
ability to create long-term telecommunication vision.
Undergraduate, or Technical Degree
seven years to as much as ten years
knowledge of using MS Word, MS Excel, MS Access, Remedy, and Lotus Notes.
with Siemens HiPath ProCenter, Aspect Unified IP, and Cisco Unified Contact
Center Enterprise desired, but not required.
with call center design implementation, management technologies, reporting
systems, network design, and carrier experience
manage multiple simultaneous tasks, work in a fast-paced environment,
communicate clearly and effectively, demonstrate attention to detail.