Telecom Technology Advisor

Computer Mfr Principal Duties and Responsibilities



? Primary liaison between the Business and IT telecom

? Manage IVR and telephony infrastructure including monitoring stability, processing requests and implementing technology. 

? Work on project teams to implement new and emerging technologies into call center.

? Identify, track and report issues with call routing, escalating issues when necessary.

? Update internal databases to ensure that reporting is current and up to date.

? Work closely with forecast planning team to ensure appropriate voice and data capacity is in place to execute allocation strategy.

? Ensure all routing meets guidelines set by IT, the Business and voice of the customer.

? Close queues during emergencies, holidays or meetings.

? Assist call center operations desk in understanding telephony infrastructure.

?   Attend weekly and bi-weekly meetings with IT and other businesses.

? Carry on call cell phone and be available during that time to work issues.



Knowledge, Skills, and Abilities:

? Advanced knowledge and understanding of telecom technology.

? Experience with Avaya, Edify, Geotel and preferably eWorkforce management.

? Ability to quickly identify issues and determine the appropriate resolution path.

? Thorough knowledge of operational objectives, metric goals and organizational strategy.

? Advanced written and verbal communication skills.

? Strong organizational and time management skills to keep work flow consistent.

? Must be able to multi-task and work on short deadlines

? Prefer a Bachelor’s degree or equivalent, with a minimum of two years experience in Customer Service Delivery or related field and direct management experience.