Manages and maintains the Contact Center infrastructure of the corporation. Assists with Contact Center & Call Manager corporate deployments and related hardware and software; documents the network and telecommunications infrastructure, and works to maximize up time and efficiency.

 

RESPONSIBILITIES

Telecom/Networking:

Establishes network and telecommunications specifications by conferring with users; analyzing workflow, access, information, and security requirements; network administration, including interface configuration and management strategies. Establishes network and Contact Center system by evaluating network and telecommunication performance issues including availability, utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network and telecommunications policies and procedures; establishing data and voice connectivity. Participates in Design of Contact Center systems and routing. Maintains Licensing, organization, and settings for Contact Center Agents. Maintains network and telecommunications performance by monitoring and analysis, and performance tuning; troubleshooting network and telecommunications problems; escalating problems to vendor. Secures network and telecommunications systems by developing access, monitoring, control, and evaluation; maintaining documentation. Prepares users by designing and conducting training programs; providing references and support. Upgrades network and systems by conferring with vendors; developing, testing, evaluating, and installing enhancements. Meets financial requirements by submitting information for budgets; monitoring expenses. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Protects organization's value by keeping information confidential. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Documentation:

Documents specific duties, activities, problems solved and issues resolved Assists in the documentation of the network, applications and resources on the network in conjunction with the public service staff. Performs training.

Miscellaneous:

Attends meetings and serves on committees, as requested Coordinate with the Trainer to set up and take down Cyberschool equipment, as well as any other equipment needed for meetings Coordinates with upper management to setup new offices as needed. Regular attendance as required Performs additional duties and assignments as requested Some Travel Required