Int. Telecom Administrator working with VoIP to support Canadian Contact Centers creating accounts and supporting call flows

Int. Telecom Administrator working with VoIP to support Canadian Contact Centers creating accounts and supporting call flows

Location: Cambridge (HYBRID)
Duration: 3 months (high likelihood of extension or FT)

Job Description:

• The Telecom Administrator, has a primary responsibility for supporting the Canadian Contact Centers in terms of creating phone accounts.  Troubleshooting user login issues for Cisco jabber and finesse issues.  Provide backup to the Telecom Engineer on support for call flows, making routing changes as and when required.  Providing insight on call flow designs.  
• This role has technical responsibility for requirements analysis, system design and implementation of Client voice and data infrastructure components supporting the reliable delivery of communications services. This role will also be expected to participate in the following functions:
• Manage technology delivery projects; Manage vendors and consultants; Test, monitor, and evaluate new infrastructure; and Continuously look for opportunities to improve the Client UC network.
• Knowledge on mobile devices, in terms of support, programming and knowledge of MDM software is encouraged.  Also knowledge of faxing solutions, and supporting Contact Centers in this area is preferred. 

Must Haves Skills:

• Minimum 5 years’ as a Telecomm Adminstrator working with Cisco VoIP experience or Cisco Voice Certifications
• Capable of designing and installing ICM/UCCE call flows, compose technical documentation, and mentoring other team members.
• Experience with Call Center Applications such as Contact Center Recording, Workforce Management, Reporting
• Experience with LAN, WAN and SIP interconnections supporting advanced failover approaches.
• Advanced understanding of High Availability and Virtual infrastructure concepts and implementation.

Job Responsibilities:

• Routing Management and Routing Implementations

• Maintain/establish Cisco voice environment by defining, documenting, and enforcing system standards.

• Keep colleagues and IT Director abreast of current and future IT development activities.

• Work alongside the Infrastructure team on collaborative duties like server patching

• Remain abreast of emerging technical issues affecting the call center environments currently employed by company.

• Works within guidelines, technological strategic goals, and other IT policies and procedures.

• Ability to present technology issues in a clear, concise and understandable manner.

• ITSM/ITIL Knowledge and/or Experience