Description Maintain and manage our traditional PBX's and VoIP systems and their associated software and hardware (IVR, voicemail, CDR, call recording, call routing, fax etc.) Maintain and manage call center systems, including quality management, work force management, predictive dialer, IVR, etc. Monitor and respond to facility hardware and software problems. Assist in vendor support service groups to ensure proper escalation during outages or periods of degraded system performance Analyze, plan and design call center applications and processes. Provide adhoc and scheduled reporting from systems as necessary Order equipment and oversee phone system adds, moves and changes Participate in multiple, complex and simultaneous projects. Scope may include leading projects, as well as supporting projects. Coordinate Installations of application software and patches, including server operating systems Project management for new products and services along with our Real Estate moves Will act as liaison with business users and vendors to discuss requirements, issues and potential solutions. Work effectively with teams across various departments/ customers Methodical troubleshooting, clear communications, and attention to detail. Experience interfacing with carriers for ordering, tracking and support functions Experience working with and analyzing and reconciling carrier invoices and usage/consumption trends Handle alerts/notifications of problems with external partners and other vendors Work closely with the Network Team on day to day operations and new installations Reconcile and Track carrier and vendor invoices Where necessary, participate in creation of functional and technical specifications. Conducts, studies, analyzes user requirements, cost vs. benefit and identifies alternative system approaches, develops recommendations, prepares reports and presents recommendations Position can be based in Wilmington, DE, Chicago, IL, Philadelphia, PA, or Whitehouse Station, NJ, with ability to travel as necessary Participate in on-callsupport and after hours project work Qualifications Extensive experience in Avaya and Cisco environment, PBX, voice mail and call center Experience in support of a customer-facing call center to include Verint call recording Experience with cloud-based contact center to include having participated in migration from traditional on-prem to cloud services Familiarity with UC technologies, specifically MS Lync and Avaya and Cisco telephony integration Thorough knowledge and expertise in managing large multi-site VOIP environment 5 years' experience in voice communications troubleshooting Strong software experience, analytical/logical thinking and reasoning skills Excellent customer service skills Work within defined change control processes and procedures Ability to manage multiple projects in a dynamic development environment; demonstrated project delivery required. Strong ability to identify, understand and communicate business needs for technical projects. Strong analytical skills; ability to influence change and drive results. Experience in understanding and communicating technical concepts to a non-technical audience. Excellent written/verbal skills; ability to effectively communicate across all levels is required. Ability to interact well with senior management; strong presentation skills. Strong knowledge of MS Project, Excel, PowerPoint and Word required. Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field. Other competencies include: Models company values; demonstrates high integrity; meets commitments; Demonstrates sense of urgency and accountability; sets priorities and acts on key issues; Demonstrates bias to be proactive rather than reactive; Team player mentality; prioritize organizational performance Whitehouse Station - B Whitehouse Station 08889 Information Technology Travel - Yes, 25 % of the Time Job Posting - Jan 5, 2019, 12:00:50 AM 324153Salary Range: NAMinimum Qualification5 - 7 years Associated topics: call center, client service, customer care, customer service representative, phone call, representative, service call, support specialist, telephone, telephone activation specialist
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.