Manager- TelecomDescriptionDuties & Responsibilities: Design, implement and support advanced call center operations.Configure vectoring and PBX configuration to meet customer requirements.Troubleshoot all technical problems related to PBX, Avaya VOIP, Voice gateways, voicemail, trunking.Identify new potential technical solutions to improve call center operationsPerform trending analysis on call volume and make appropriate recommendations.Work with network engineering to provide support for remote call centers.Perform scheduled maintenance on all telephony equipment and applications.Design, order, coordinate, and test the installation of voice circuitsWitness recording and customer screen pop applicationsProvide pro-active guidance, mentorship, leadership example, and recommendations to junior team members. Making decisions that are critical in the areas of high volume traffic analysis, problem solving, and QualificationsKnowledge, Skills and Abilities:Knowledge of advanced Avaya Telephony/VOIP concepts including S87XX and ESSExperience with large call center deploymentsKnowledge of Verint Witness 360 Voice and Screen recordingKnowledge of Verint Witness Work force ManagementKnowledge of advanced Avaya PBX administration principlesKnowledge of project management best practicesKnowledge of data network principlesAbility to set-up and operate computer network hardware and softwareEstablish detailed written procedures for voice administrationAbility to multi-task and work effectively in a team environment in order to solve complex problemsExtensive experience with CMS, Modular Messaging, Advanced vectoring and any other telephony applications support and administration/architecture within a secure IT environment.Project management and communication qualities as well as documentation skills are a must. Education/Training:Bachelor’s degree in Management Information Systems, Computer Science or equivalent field or equivalent experience.
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