This position is focused on managing the overall deployment and health of Client call center groups.
This includes support and management of PBXs, AES servers, CMS systems, vectoring and Modular Messaging. This position must also perform Toll Free management and support through Telecommunication RouteIt and Telecommunication business direct. This candidate will coach, on a daily basis, Junior Call Center Analysts and Telecom Analysts ensuring complete and thorough coverage of all call center related issues and requests on an enterprise level. This candidate will work very closely with Contact Center Technology teams to ensure support and maintenance is synchronized between the groups.
In addition, this person is responsible for building, documenting and testing voice related disaster plans for the Client Call Center environment.
Additional Job Details:
11+ Years plus in contact center telephony, with predominant focus on Avaya contact center technlogies.
In-depth familiarization with he following areas is required Aura Communication Manager, AES, S87XX, CMS Supervisor, Modular Messaging, Telecommunication Routlet, Telecommunication Business Direct. AES Server maintenance and troubleshooting relating to connectivity to PBX and other equipment including Verint, CTI and ICM Knowledge of ICM where it relates to call routing and PBX / CMS connectivity VOIP Support of CLANs, Medpro boards Accountabilities: Respond to user trouble tickets related to call center within service levels.
Assist business lines in determining the most effective use of call center routing; build new routing plans and support implementation of new related initiatives through IMACD process.
Build Toll Free number routing plans and terminations in Telecommunication RouteIt application as well as manage call control routing of Toll Free numbers across enterprise through Telecommunication Business Direct.
Build, test and support of Call Center Disaster Recovery plans Provide support to all IP phones, IP softphones and vpn phones Manage installation and maintenance of Avaya ACD hardware and software.
Coordination/monitoring of vendor maintenance requests and activities. Maintain user profiles for CMS Supervisor as well as provide training and support to CMS Supervisor users. Coach junior and standard Telecom analysts Perform VAL manager backups of all announcements, record and export announcements when requested.
Work with communications carriers and technicians to resolve carrier problems.
Provide high level technical support for Analysts as needed Daily health checks on all call center related systems ; monthly backups to CMS and verification of scheduled archiving jobs.
Fully document call routing, messaging and project plans
Excellent understanding of voice and networking technologies Ability to multi-task projects Strong interpersonal skills Strong analytical skills Strong written and oral communication skills Strong organizational skills Working knowledge of group dynamics Excellent oral and written communication skills.