Telecommunications Specialist

Continental Promotion Group Inc. (CPG) is the largest and only global sales promotion fulfillment company in the world with offices in Ireland, England, Australia, Canada, and the USA. CPG is privately held and is the fastest growing organization in the field. Our growth has come from satisfying our client?s needs?not through acquisitions. CPG works with over 80 of the Fortune 100, and many of our clients are number one in their category: Sony, Intel, Disney and Home Depot are just a few.

CPG specializes in worldwide consumer and business-to-business promotion services including rebate/cashback program management, contest/sweepstakes administration, premium program administration and fulfillment, and business-to-business trade incentives.

 

Continental Promotion Group in Tempe is looking for a Telecommunications Specialist.

As Telecommunications Specialist you will have primary responsibility for all moves and changes at our administrative offices and call centers located in Tempe, AZ, Tampa, FL, and Welland, Ontario.  This is a high visibility position, servicing internal and external clients.  The Telecom Specialist is also responsible for facilitating and managing various projects, including evaluating, researching and testing new solutions and applying them as appropriate to resolve business challenges.  The successful candidate will be relied upon to provide efficient service with a high degree of up-time, with an eye towards creative solutions and supporting the team effort in a fast paced and dynamic environment.  This position reports to the Telecom Manager.

 

The ideal candidate must be proficient with Nortel Meridian/CS1000 technology, will have strong call center experience, and will manage various other technologies such as IVR, ACD, cabling and telco troubleshooting. VoIP experience is a real plus.  The Telecom Specialist will work with external vendor support teams to resolve application, hardware and software related issues to maintain acceptable customer satisfaction levels, and will have the ability to prioritize and handle multiple projects/tasks.  This individual will also be required to participate on an on-call rotation and should be able to work after-hours for troubleshooting issues and working on deployments as needed.  Occasional travel may be required.

 

Responsibilities

?  Perform moves and changes on Nortel CS1000M and Branch Office systems and Meridian Mail

?  Provide extra degree of support to call center for special requests, research, and training

?  Set up new client requirements for call handling in Syntellect IVR and in Nortel Symposium Call Center Server

?  Manage database of 2000 toll free numbers

?  Troubleshoot with system vendors and network carriers as needed

?  Maintain OTM system for various call accounting and traffic reports

?  Create and maintain documentation, including call flow and network diagrams

?  Perform project work as needs arise (facility relocations, upgrades, security audits, system optimization, etc.)


Requirements

 

?  Minimum 5 years telecom experience

?  Solid experience with Nortel PBX, certifications a real plus

?  Strong call center support experience

?  Excellent communication skills

?  Bachelors degree (a combination of experience and education in related fields may be acceptable)

?  VoIP experienced a real plus