Network TA - Enterprise Telephony Infrastructure Support Analyst- Central Illinois
Position Functions or Responsibilities: Shift-flexibility needed, Monday – Friday, 7:00 am – 5:15 pm required. Contact Center Application Support (CCAS) is primarily responsible for the health and stability of the programmed call routing and the hardware & software technologies that make advanced contact center routing possible for the client’s Enterprise and Agency environments. CCAS provides second level support for all of the client’s large, virtualized, or multi-site contact centers. Additionally CCAS interacts with Agents in support of the Agent Forward after hours CRC service. As part of this support, CCAS is called upon to interact with numerous local phone companies to aid agents in resolving after hours phone issues. A successful candidate for CCAS should have the following: This position is considered critical and the candidate must be capable of working during office closures. Candidate must also be shift flexible between 7am CT and 5:15pm CT and will be called upon to carry an on-call phone at least one week a month. Hard Skills 1. In depth understanding of the Cisco Intelligent Call Management (ICM) platform including the following: o Ability to troubleshoot existing call routing o Ability to diagnose, troubleshoot, and resolve system issues on the various server types including a variety of PG types, Routers, Loggers, etc. o Ability to identify and troubleshoot issues with adjunct connections to the ICM PG’s o Understanding of the Avaya Call Management System (CMS) from a troubleshooting perspective (as opposed to a system administration perspective). o The includes on-server issues with the CMS software, issues with the CentreVu application, and issues with the real-time and historical feeds from the CMS server to adjunct devices. o Hands-on, Hardware, and Operating system issues are handled by other teams but we may be required to interact with these units as part of the troubleshooting process 2. Understanding of the fundamentals of telephony systems 3. Understanding of Windows workstation operating systems and Microsoft office products 4. Understanding, or willingness to learn, the fundamentals of Unix and Windows server operating systems (mainly ability to navigate and perform basic commands) 5. Understanding of the fundamental principles of telephone call routing in a complex, multi-site call center environment using ICM and a TDM PBX 6. Fundamental knowledge of data networking and the principles of data transmission between interconnected devices 7. Knowledge of network based call routing using the Route-IT system from AT&T. 8. Fundamental understanding of the use of CTI applications in call center environments and the impacts these systems have on call flows. 9. Ideal candidate would have experience with the Avaya suite of telephony products including PBX’s, EAS call routing, AES and CMS/ CentreVu Soft Skills 1. An exceptional commitment to customer service and the ability to interact with business partners both within and outside the client on a daily basis 2. The ability to troubleshoot highly complex technical problems using standard troubleshooting procedures coupled with your own initiative and understanding of the products you support, without exact step-by- step instructions 3. Must thrive on multi-tasking and high-visibility critical incident troubleshooting 4. The ability to identify critical vs. non-critical incidents and troubleshooting accordingly given a series of problems. 5. Ability to perform event correlation given differing failure reports that are caused by a common issue. 6. The ability to coordinate troubleshooting efforts of multiple individuals and serve as a member of a troubleshooting team (rather than working alone) on critical incidents. Please send your updated Resume to [email protected] -- You received this message because you are subscribed to the Google Groups "Open Source Erp & Crm" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/open-source-erp-crm?hl=en.
