Responsible for all activities related to the design, configuration, management and support of telecom equipment and software for Homesite's in-bound and out-bound Contact Center (Echopass) as well as the telephony system(s) supporting all back office operations and our corporate office telephony technology (Avaya).
This position provides technical expertise and support to all internal business users and IT on sponsored telecom projects and is responsible for all on-going maintenance, installation and configuration of hardware and software components, and network infrastructure around telecommunications equipment.
This role serves as a partner to Homesite Operations, Sales, Clients, Account Management and Implementation Teams and as such must demonstrate strong customer service and client interaction skill sets. Key performance indicators to include system performance and system availability.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Will work across multiple IT disciplines including telecom, networking, systems and desktop administration.
Will support an in-bound contact center serving multiple clients, each with multiple toll-free and local phone lines.
Will support multi-platform technologies including Avaya, CCE, SES, CMS, Audix, Modular Messaging, AT&T RouteIT and L3 portal. In our complex Contact Center environment provided by our outsourcer Echopass you will provide software configuration support.
Assists with analysis of technical problems and identifies and prioritizes resolutions based on business needs. Provide technical expertise and advice on tasks related to infrastructure projects, with regards to business continuity and disaster recovery.
Form strong relationships and partnerships with Telecom providers (AT&T, Verizon and L3) , LEC*s, CLEC*s. Responsible, for the coordination, installation, configuration, operation and on-going maintenance for all toll-free number services, T1 and DS3. Provide 24 X 7 support for the telephony infrastructure environments, including on call support.
Work closely with Operations, internal customers, external clients and outside vendors to effectively plan, deploy and maintain telephony infrastructure. Works closely with internal client teams to advise on call center technology ensuring client customization, specialized routing, and customization as necessary.
Work closely with all necessary departments to ensure smooth integration of all products into the telephony environment. Provides for consulting with other departments to provide technical guidance and assistance in identifying ways to leverage technology, improve business processes, and implement solutions where they will yield cost efficiencies and/or competitive advantages.
Responsible and accountable for the implementation and support of customer voice applications and support advanced routing. Provide technical support and coordination with the on-site system administrators and solve technical and operational problems.
Must have 3+ years experience with telecom/carrier and telephone protocols, design, development and deployment along with industry experience in call center management working with switch technology, hardware solutions, VOIP solutions and workforce management systems.
Advanced knowledge of Avaya equipment and software, including 87xx switch platform, SES, CCE, Audix Modular Messaging and CMS.
Experience with workforce management solution, preferably IEX TotalView a plus.
Absolutely must have experience prioritizing and managing multiple clients, projects and requests in a self-directed work environment.
Bachelor's degree or equivalent combination of education and experience.
Demonstrated ability to analyze technical problems, identify and prioritize resolutions based on business needs.
Demonstrated competence to select work methods or procedures when given latitude of alternatives in carrying out tasks.
Effective verbal and written communication skills.
General knowledge of Microsoft Office product suite, wiring, routers, switches, and various communications protocols such as TCP/IP, G.711, G.729, SIP, MPLS, QoS.
Homesite offers exceptional salaries and benefits including 401(k), tuition assistance, health club contributions and more...all in a business casual environment, conveniently located in downtown Boston. If you have the right background, excellent communications skills, and the motivation to succeed, we want to hear from you.