Laureate Education is seeking a talented Sr. Telecom Administrator to support its growing worldwide operations. As part of the Network Engineering Team, this individual will be central to the design, planning, management, and support of its contact center and voice operations. Tight integration with other Operations groups provides for an excellent working environment to grow and expand your knowledge and experience. The selected candidate will be someone who can be an architect for the future of Laureate Telecom, as well as someone who does not hesitate to roll up their sleeves to get an issue resolved.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsible for the overall management and the day-to-day operational support for phone systems at key Laureate sites within the US and Europe.
Provide expert level analysis and troubleshooting for the Cisco Unified Communications platform, and associated products and technologies. These include Call Manager, Unity Voice Mail, Outbound Dialing, Work Force Optimization, and Web Chat.
Manage vendor relations
Plans, designs, implements, and supports changes to the environment
Execute regular maintenance and recommends, plans, and implements enhancements as needed
Create, update, and execute failover plans to maximize customer service.
Conduct site analysis ; implement efficient and cost-reducing ideas
Interact with all levels of the user community and feel comfortable dealing with executives
Strong Telecom Administration and Support experience with over seven years required.
Cisco Unified Communications and Contact Center experience mandatory.
Previous experience supporting an Avaya Contact Center environment is a plus
At least two years in supporting a Cisco Contact Center environment
Excellent Call center and Reporting background
Experience with VoIP and IP Telephony systems
Troubleshooting of hardware and software issues
Infrastructure experience and certifications a plus (CCNA-Voice, etc.)
Team Oriented - able to work well with others inside and outside of the Telecom group
Flexible - able to learn and grow with the business, adapt to new business needs and tasks, and to deal with ambiguity
Leadership Skills - able to direct and lead others
Self-starter with a positive "can-do" attitude
Relationship Management with telecom vendors and carriers
Ability to teach and train others, including end user sessions and training of Helpdesk staff.
24x7 on-call support as required - Ability to work off-hours for planned and unplanned events ; flexible schedule
Strong communications skills (written and verbal). Must be comfortable dealing with individuals in all levels of the company, and be able to communicate technical issues to business units and management.
Problem-solving ability (troubleshooting, resourcefulness).
Ability to recognize and respond quickly to critical matters.
Attentive to detail and reliable
Skill in organizing and motivating resources
Able to multi-task and prioritize appropriately, understanding team and project priorities
Able to travel up to 10% of time
Strong customer service skills.
BS or equivalent experience required.
Kendall College - 23 months ago