Location: Idlewild Ave, Tampa, FL/REMOTE
Reporting to: Sr Mgr, Telecommunications
Implements, maintains, administers and supports a contact center and IVR third-party application. Completes assigned work to a contact center and IVR third party application through configuration and/or coding. This position requires subject matter expertise (SME) with a Contact Center and IVR third-party application and ability to determine the best solution to meet specific requirements. Works closely with business partners, markets, and internal customers to determine needs and requirements utilizing the appropriate application and resources.
Additional Responsibilities:Candidate Education:
- Performs administration and management of telecommunications services to ensure SLAs are met and business requirements are adhered to.
- Performs administration and development on enterprise wide multi-location contact center.
- Works with business contacts to change and implement new call flows and scripts within the call center.
- Manages companywide dial plan design and management.
- Creates and maintains telecommunications services and equipment documentation.
- Able to handle assignments broad in nature, usually requiring originality and ingenuity.
- Able to work with telecommunications team and business partners with minimal supervision.
- Participates in telecommunication team on-call rotation.
- Other duties as assigned by management.
- Preferred An Associate's Degree in IT
- Required or equivalent work experience
- Preferred A Bachelor's Degree in IT
Candidate Skills:Licenses and Certifications:
- Preferred 5 years of experience in directly related telecommunication experience
- Required Other Experience working with enterprise level telecommunications contact center systems, call routing, quality recording, IVR development
A license in one of the following is required:
- Required Intermediate Microsoft Excel
- Required Intermediate Microsoft Word
- Required Intermediate Microsoft PowerPoint
- Required Intermediate Microsoft Outlook
- Required Intermediate Microsoft Publisher
- Required Intermediate Other Knowledge of telecom networks and carrier services, call management systems, call center routing and reporting systems.
- Required Intermediate Other Genesys Contact Center