Description

Manage and maintain telephone call routing systems, IVR configurations, and call center infrastructure. Resolve technical issues to ensure system uptime and execute emergency outage protocols.

This role is on-site.

Responsibilities

• Manage call routing, interactive voice response (IVR), and call flow configurations.
• Analyze and resolve technical issues related to telephone and call center systems.
• Execute emergency outage protocols to maintain system uptime.
• Collaborate with stakeholders to establish consensus on technical requirements and system changes.
• Communicate technical information clearly to both technical and non-technical audiences.

Required Skills

• 5+ years of experience in telecommunications or call center system administration.
• Deep understanding of telephone call routing systems and IVR call flows.
• Experience with Genesys or similar call center platforms.
• Knowledge of cloud telephone systems and AWS S3 cloud storage.
• Proficiency in SQL and basic data analysis techniques.
• AWS Certified Solutions Architect (CSA) Professional certification.

Preferred Skills

• Experience with FED Ramp standards.
• Familiarity with Lumen/CenturyLink.
• Experience in call center contract management.

Key Skills

Education

Any Graduate