Telecom Admin

Job Description:

• Experience with Calabrio Call Recording Solution
• Experience with Aspect - Contact center workforce management
• Experience with SIP based telecommunication networks
• Experience with all Cisco UC components including Voice, Jabber, Chat, Call Manager, etc.
• Ability to provide afterhours support for escalations as necessary.
• Excellent communication skills, both verbally and in writing.
• Solid knowledge and understanding of infrastructure technologies such as VoIP, telephony, Enterprise Contact Center and integration standards.
• Provide Daily support and Administration of the IVR Application platform.
• Work with business leaders to understand the requirements and implement the new call flows & scripts within the IVR.
• Ability to test the IVR application in terms of Call flow verification, call quality and functionality.
• Experience in supporting and managing the IVR solutions & Contact center Application/technologies.
• Analyze business requirements create Call flow diagrams, prepare design documents, and generate system performance reports.
• Manage and administer all aspects of the corporate Unified Communications infrastructure to include Cisco Call Manager, Cisco Unity Connection voicemail, Unified Call Center Express (UCCX), conferencing systems to include WebEx & Teams integration, Cisco Voice Gateways & Routers, Expressway, Jabber and WebEx.
• Experience with Cisco UCM platform and support of VOIP infrastructure