Call Center Engineer (Telecomm)

Group Health Incorporated (GHI) is a statewide not-for-profit health insurer serving New Yorkers since 1937. GHI and its subsidiary GHI HMO provide health insurance and administrative services to more than 2.5 million individuals. GHI offers customers a variety of medical, hospital, dental, prescription drug, vision, and managed mental health coverage options, as well as administrative -services-only arrangements. Call Center Engineer (Telecomm)

 

The responsibilities for this position include:

?  Manage all repairs and Moves, Adds and Changes (MAC) and ensure the integrity of the software and features.

?  Perform all PBX software changes required for telephone, software groups, system parameters and class of service.

?  Maintain accurate records of PBX system database, building floor plans, work and repair orders.

?  Attend various training classes on PBX features/functionality provided by vendor or other companies.

?  Design and create Voice Mail and Call Processing boxes and record Voice Mail user names.

?  Perform regular Voice Mail software checks, traffic studies and disk studies and make recommendations on when to purchase more hardware.

?  Create Automatic Call Distribution (ACD) groups/routes in software and help departments utilize ACD statistics to improve response and service to callers.

?  Develop training programs and materials for ACD agents and supervisors.

?  Analyze telephone requirements of departments and make recommendations.

 

The qualifications for this position include:

?  Bachelor?s degree in Business, Telecommunications or Industrial Training preferred.

?  Minimum 2 years experience in telephone system administration.

?  Experience with Siemens HiCom PBX.

?  Experience with Siemens ProCenter ACD.

?  Experience with Genesys call center software suite.

?  Experience with Aspect CSS desirable.

? Experience in administering and programming databases is desirable.

 

We offer a competitive salary and comprehensive benefits package. For immediate consideration, please submit your resume with salary requirement:

 

 

At this time we are not using any third party Agency and/or Vendor for this position. Please do not contact or email us for additional information. Thank you.