Individual will be responsible for performing various duties necessary for the delivery of voice (telephone) and Interactive Voice Response (IVR) services.. This consists of maintaining our ACR (Automatic Call Routing) system, enhancing the existing systems as well as exploring new technologies and options.Responsibilities:*Responsible for the maintenance of and for ongoing enhancements to the Telephone System and Interactive Voice Response (IVR) system used by the agency. *Ensures that our IVR, CTI, phone switch and Symon wall board are working at all times. *Diagnoses equipment malfunctions, and repairs voice and data (as related to telecom area) equipment by taking the appropriate steps. *Installs, moves, and modifies telecommunications and related equipment according to job order specifications, standards, and procedures. *Troubleshoots calls that come through the Help Desk. Calls are answered within the defined timeframes and clear and precise resolutions are entered into the system. *Conduct research on emerging products, services, protocols and standards in support of telecommunications development efforts and upgrades.Technical Requirements*Minimum 2 years of related hands-on work experience administrating a phone switch. *Sound knowledge of the basic operations of computerized telecommunications. *Knowledgeable with installation, administration, and feature use of voice mail systems. *Minimum 1 year of related work experience on an interactive voice processing system. *Minimum 1 year working in a call center with an ACR system with skill based routing. *Knowledge in phone installation wiring, and T1/T3 concepts. *Alcatel phone switch, CTI and Genesys experience preferred.Telecommunications Systems used:*Call Center environment with an ACR system. *Alcatel 4400 Omni PCX phone switch *Nortel VSP/IS 9000 automated voice processing system *Symon 2000 wall board *Magnasync C2.9.5 recording system (voice and screens) *Octel Voice MailQualifications:*Ability to regularly exercise independent judgment or initiative to solve technical problems independently. *Ability to handle multiple tasks concurrently, prioritizing and accurately completing them in a potentially stressful environment. *Excellent interpersonal skills and the ability to interact with all levels of staff. *Sound knowledge of computer systems and strong computer skills. *Good communication skills with both technical and non-technical personnel.
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