Description

Manage and support the Telecommunications Virtual Contact Center (VCC) and associated network infrastructure in Salem, VA.

Responsibilities

• Maintain, configure, and troubleshoot the Telecommunications VCC, including call flows, IVR, and automated attendant systems.
• Administer network switches, routers, and firewalls to ensure system redundancy and connectivity.
• Manage users and services within Microsoft Dynamics 365, SharePoint, and Active Directory.
• Perform root cause and post-mortem analysis for system outages and service issues.
• Create architectural diagrams, system documentation, and procedural guides for end users and technical staff.

Required Skills

• 5+ years of experience in system administration or technical support.
• Hands-on experience with Telecommunications VCC and IVR systems (hosted and internal).
• Proficiency with Microsoft Dynamics 365 and Active Directory.
• Experience managing LAN/WAN connections and network hardware.
• Competency with network analysis and diagnostic utilities such as WireShark, TShark, Nmap, and Fiddler2.
• Ability to build, define, and run reports using VCC data.
• Experience translating technical issues into clear terms for business stakeholders.
• Degree or equivalent experience in a relevant field.

Preferred Skills

• Experience with JSON.
• Experience with command line scripting and Windows system automation.
• Experience in project management.

Key Skills

Education

Any Graduate