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- 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.
- Designs network and telecommunications specifications by conferring with users; analyzing workflow, access, information, and security requirements; network administration, including interface configuration and management strategies.
- Designs network and telecommunication 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.
- Design and implement various Telephony projects leveraging Cisco Call Manager and Cisco Contact Center.
- 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.
- Monitors assigned networks and telecommunication systems to assess the need for upgrades, enhancements updates, and preventative measures to avoid outages.
- Develops, submits and administers unit and project budgets, including internal and external client needs to affect completion of scheduled projects and goals.
- Developing test and implementation procedures for new systems and changes.
- 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.
- Attends meetings and serves on committees, as requested
- Coordinates with upper management to setup new offices as needed.
- Regular attendance as required
- Performs additional duties and assignments as requested
- Some Travel Required
- Bachelor's degree
- 6+ years of network/telecom/contact center administration
- CCNA/CCNP Collaboration/Voice
- Layer 2/3 Protocols
- LAN/WAN TCP/IP, MPLS, BGP, VPN
- Cisco Call Manager, Cisco Unity, Cisco Contact Center (PCCE), Contact Center Enterprise (CCE)
- Cisco Unified Call Studio
- Cisco Unified Intelligence Center (CUIC) Cisco Unified SIP Proxy (CUSP)
- Splunk
- Cisco CUBE, Call Manager Express, Unity Express
- VOIP, SIP, PRI, MGoogle Cloud Platform, H.323
- Microsoft SQL
- PHP, HTML, CSS
- Network Performance Tuning SNMP, NetFlow, IP SLA
- Network Administration and Implementation
- Cisco IOS
- Call flow analysis
- Emerging technology trends
- Evaluate critical systems, prioritize workflow and determine solutions
- Excellent written and verbal communication skills
- Interpret and apply laws, regulations and policies
- Provide technical assistance for computer problems
- Read and understand technical manuals
- Work for extended time at keyboard/terminal
- Maintain effective working relationships with supervisor and coworkers
- Work flexible hours, including weekends and evenings