Telecom Engineer I

Job Description:   Provide Tier I support for CCOT systems, including corporate telephony, ACD, IVRs, Genesys call routing, circuits, and 800 # conditioning

 

Responsibilities:  Responsibilities include but are not limited to:

?  Identify and resolve or escalate technology issues impacting call center metrics

?  Support call center telephony and IT resources necessary to maintain functionality

?  Maintain history of problems and solutions

?  Real time system monitoring

?  Resolve automated alerts

?  Run and analyze traffic reports

?  Coordinate and paraticipate in troubleshooting efforts between departments and vendors

?  Escalate priority level 2 and 3 troubles and resolve issues

 Requirements:  Minimum Requirements:

?  Must have telecom or IT help desk experience

?  Demonstrate understanding of voice and or data communication, technical terms and thresholds.

?   Experience in Microsoft Office Suite required, MS Access experience desired

?  Work effectively under pressure and coordinate troubleshooting efforts directed by Tier 2 and 3 staff

?  Experience with Avaya ACD, call routing, IVR and call center desired

?  Available to work any schedule in a 24 X 7 environment

 

Schedule:  24 x 7 x 365 department ? ability to work either 2nd or 3rd shift with weekends and holidays