Telecom Admin

Concord, CA 94520

Posted: 08/06/2017 Job Number: 910 Pay Rate: 100,000

Job Summary

A fortune 500 company that is  a leading service provider in the Home Warranty industry, is looking for a full-time Telecom Administrator. This position is responsible for all of the monitoring, continuous improvement, maintenance and quality of   telephony and IVR applications, platforms, hardware and functional business processes. Responsible for multiple call centers in domestic United States and outsourced call volume.

More specifically, this role is responsible for improving and maintaining the Company’ s Avaya VoIP telephone system, VoIP network infrastructure and circuits for voice communications. The role will also be responsible for all IVR administration, deployment and mapping of the call flows, documenting all business requirements and process changes and routing. This position is critical to driving the best homeowner and self-service experience for our customers and stakeholders and to help improve the multi-channel approach internally. This is a full-time position located in Concord, CA.

Essential Duties & Responsibilities

This role is the key point of contact and administrator for the CMS, IVR, and all telephony related projects. The roles is also responsible for establishing quality assurance measures and real-time monitoring within all applications and platforms.
  • Responsible for the design, documentation, configuration, integration and installation of telecom infrastructure
  • Provide daily administration and support for the platform including managing multiple roles, web integration, API’ s, call flow monitoring, skill/disposition maintenance and all new product development and enhancements
  • Lead all efforts on architecture design and re-design, proof of concept
  • Manage the reporting and the containment rates of all flows and access into telephony and IVR
  • Test all applications, call flow verification, call quality, functionality and usability metrics
  • Troubleshoot and problem solve to lend insight into production incidents quickly and / or test quick workarounds as needed
  • Review business requirement documents and translate into technical specifications
  • Manage interactions and relationships with any external vendors
  • Support, maintain and upgrade
    • Communication Manager (CM)
    • Application Enablement Services (AES)
    • Contact Center Express (CCE)
    • Voice Mail
    • CMS Supervisor
    • Avaya Experience Portal (AEP)
    • CTSuite
    • Media Gateways
    • VoIP Phones
  • Primary support for critical outages and issues; troubleshoot and remediate issues impacting the telephone system
  • Partner with operational groups to ensure effective call flows
  • Primary support escalation point for critical outages and issues
  • Review business requirement documents and translate into technical specifications
  • Manage interactions and relationships with any external vendors
  • Work on after hours projects or updates as needed
  • Perform other related duties as assigned

Required Experience
  • Proven Telecom administrator experience, minimum 10 years
  • Experience with multi-site configurations in system engineering
  • In-depth understanding of IVR Architecture, Installation, Configuration, Management and Troubleshooting
  • Experience managing vendor relationships and working cross departmentally to support operations
  • Visio and Tableau experience
  • Excellent interpersonal skills and the acumen to work with the senior management team
  • Strong working knowledge of:
    • Avaya VoIP telephone system
    • VoIP network infrastructure
    • Telecom technologies: T1/E1 PRI, SIP, PSTN, etc.
    • Vectors, VDNs, hunt-groups, announcements, agent IDs, stations, trunk groups, etc.
  • Familiar with network equipment, wiring/cabling, configurations and connectivity issues
  • Prior experience with Contact Center Technologies, IVR and call handling products
  • Call flow verification, quality, functionality and user experience
  • Ability to diagnose and resolve technical issues
  • Security management and compliance expertise

  • Must be a strong communicator and have a customer-driven, can-do attitude.
  • In-depth understanding of IVR Architecture, Installation, Configuration, Management and Troubleshooting
  • Implement complex projects and time-sensitive tasks under minimal supervision
  • Team player, effectively communicate with all levels of the organization to achieve operational goals
  • Ability to multi-task in a high-volume, fast-paced environment
  • Completion of post-secondary degree or certificate with a focus on IT or a related field preferred

Michelle Abel

Michelle Abel, CPC, is the founder of Corporate & Technical Recruiters, Inc. She began her career after completing her undergraduate studies in Psychology at Emory University. Before founding CTR, she was a partner and CFO in a national recruiting firm. Michelle went on to establish her own firm as CEO of Corporate & Technical Recruiters. CTR's clients have a global presence and offer positions in marketing, sales, management, technology, engineering and accounting. With over 20 years of experience in the personnel field, Michelle's dedication to service makes her a leader in the industry.

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