What are the responsibilities and job description for the Sr. Telecom & Network Administrator position at TekNavigators Staffing?
TITLE: Sr. Telecomm & Network Administrator
LOCATION: Carrollton, TX (100% Onsite)
- NOTE: Client is not looking for candidates who have to relocate or live too far.
HIREARCHY: Reports to Manager, IT Ops (that DKKD Staffing placed)
MUST BE: US Citizen or Permanent Resident Green Card
OVERVIEW:
We are looking for a Sr. Telecomm & Network Administrator with about 5-6 years’ experience.
As the Sr. Telecomm & Network Administrator, you will have responsibility for the day-to-day monitoring, maintenance and troubleshooting of the telephony communication system and Network infrastructure for the company, maintaining all pertinent information about the communication system and outside infrastructure.
REQUIREMENTS:
- 6 years’ experience in telephony systems combination Genesys Pure Cloud and Mitel phone systems and/or Interactive Intelligence CIC platforms in a call center environment
- 5 years’ experience with Cisco network components and certifications CCNP, CCIE
- 5 years of professional experience with internal telephone support in a call center. Specifically: configuration and maintenance of call design of skill queues, dialing plans, reporting
- Experienced in VoIP technologies
- Proven knowledge of troubleshooting techniques
- Bachelor’s Degree in Technology or Business Preferred
- Must be a team player that can work in a fast paced and deadline focused environment
- Must have excellent verbal and written communication skills and have the ability to communicate with employees at all levels in the organization, including effectively training staff (Call Center Management, Call Center and Corporate Trainers, IT Staff)
ACCOUNTABILITY:
- Provide day-to-day monitoring and maintenance of all telecommunication system(s) and network infrastructure for all SHC sites. and mentor junior staff
- Ensure that all Integrated Voice Recognition functions are working correctly
- Monitor CRM dialer campaigns for I3 dialer, make suggestions for changes or modifications as needed
- Maintain voice mail systems and quality control monitoring equipment
- Administer all adds and changes to all phone systems
- Develop and maintain documentation of communication system, all external phone line infrastructure and CRM system integration configurations
- Coordinate with Contact Center/Sales Management on any changes or upgrades to the system
- Establish effective relationships and manage outside vendors including billing analysis and recommendations for service changes
- Serve as Contact Center point person in case of phone system interruption or failure
- Provides problem analysis and formulate resolution action plan
- Analyze internal needs, evaluate and make recommendations on hardware, software and/or system application changes or upgrades
- Manages all SHC telecommunication equipment & Network components
- Manages and maintains all SHC network infrastructure (routers, switches, firewalls, Aps etc.)
- Tracks inventory of all telecommunication and network equipment
- Orders lines and maintain/upgrade Telecommunication equipment for all sales offices
- Prepare and maintain a disaster recovery plan for companywide telecommunications & network systems
- Design, implement and coordinate new communication protocols
- Perform off-hour support as necessary
- Miscellaneous projects as assigned by IT Operations manager
- Participation in weekly On-Call Rotation
