We have the flexibility of a start-up but with world-class resources and support.

You’ll provide quality Contact Center Telecom support with a high degree of customer service, technical expertise, and timeliness. Manage all aspects of voice and data services including capacity, sourcing, project management, construction and delivery. Provide second level support for all Contact Center, Telecommunication and carrier related issues.

Perform agent configuration, configure call flows, moves, add and changes. Apply software patches and upgrades for Production, and DR Telephony Systems. Coach business units on successful use of I3 and Contact Center telephony applications. Budget and pay long distance, local, internet, Ethernet, and SIP circuits.

What’s Awesome about you

• Strong problem solving skills. Excellent at debugging, diagnosing and putting in long term resolution.
• Passionate about technology and willing to push the envelope to build best in breed Telco System.
• Advocate for wider adoption of new technology and ability to mentor business units.

Technologies we use:

Telco - Interactive Intelligence, CRM - Oracle Service Cloud

Network - ASA Firewall, f5 Load balancer, All-Flash Pure Storage, Cisco Network, O365, RedHat LINUX, PRTG monitoring, AppDynamics, and Splunk.

Requirements:

• Bachelors Degree in Computer Science or related discipline.
• 3+ years experience with Telco Support and maintenance.
• Knowledge of Video Conferencing, VoIP, SIP, IVR, ACD, Voicemail, WFM, QM, Virtual Hold, banner/display systems and the underlying hardware and operating systems, including Windows Server 2012 R2 and the related systems. 
• Familiarity with I3: Interaction Web Portal / Marque; Interaction Feedback / Post Call Survey; Interaction Mobilizer; Interaction Optimizer; Interaction Monitor; Interaction Process Automation; e-FAQ; and Interaction Analyzer.  
• Flexibility to work evenings and weekends as needed.
• Experience with integration / interoperability with Oracle Service Cloud CRM is a plus.