Telecom Support Specialist II

The Telecom Support Specialist II is responsible for advanced planning, administration, and implementation of telecommunications and call center services. This position is expected to handle more complex installations of telecom equipment, provide technical training, and assist with advanced user questions and problems. In this role, responsibilities include monitoring telephony services and networks, assisting in resolving problems, and leading the evaluation of call center and call routing data/analytics in order to identify potential issues or opportunities where process improvement can significantly improve sales penetration, efficiencies, quality, competitive positioning and/or overall customer satisfaction. This position is responsible for providing more complex technical support of Generac call center environment (including phones, scripts, queues), mobile phone management, workstation, software, telephones, peripherals, applications, and related technology, including SAP.

• Work directly with hardware and software vendors regarding resolution of application bugs and other systems issues, holding them accountable for service level standards.
• Monitors capacity of system and works cross functionally and with third party vendor to support deployment of hardware and software upgrades.
• Communicate and consult effectively with business management concerning dialer capabilities and contact center capabilities and execution of contact strategies.
• Perform daily uploads, downloads, and importing of all data necessary to develop and deploy outbound dialer calling campaigns.
• Based on dialer performance data, provide daily reporting to department leaders and collaborate to determine most effective contact strategy. Test new strategies using “Champion/Challenger” Methodology.
• Assist in the implementation(s) of Global telecom systems, applications, call flows, queues and end user accounts and devices.
• Track all outbound and inbound dialer activity, including “real-time” monitoring of dialer campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized and dialing campaigns are successfully executed.
• “Real-time” monitoring of all telecom infrastructures to ensure it is operational.
• Ensures all configurations comply with IT policies and security parameters.
• Works cross functionally to oversee the implementation and configuration of new and upgraded systems (patches and releases). Run tests to ensure that systems meet success metrics. Provide documentation and training across impacted organizations.
• Interact with vendors for incident resolution as required.
• Manage hardware and software configurations and maintain systems documentation in Enghouse, Avaya, Velaro, and Sennheiser.
• Collaborate with business partners and stakeholders, both internal and external, to research and evaluate new technology and processes to meet current and future business needs including optimization opportunities within the existing platform (i.e. web chat, email routing, etc.).
• Consult with IT personnel as necessary to diagnose and resolve system or networking issues.
• Create documentation on work instructions for all processes related to the Global Call Center Solution and Global Enterprise phone system.
• Perform system upgrades; assist end users with complex migrating to new applications and converting personally developed data files. Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets.
• “Real-time” monitoring of all telecom infrastructures to ensure it is operational, including management of licensing needs and growth of environment.
• Inform all stakeholders of incident occurrences and provide periodic status and resolution ETA.
• Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce voice service down time.
• Assists with other business technology projects in other areas of Servicing as needed.
• Provide hands on support by installing, diagnosing, repairing, maintaining and upgrading telecom hardware, mobile, cellular and software with primary point of contact for telephony settings as needed for normal business operations, holidays and emergency management events.
• Performs moves, adds and changes for primary phone services (internal and external) with minimum supervision and work on various Global Projects, including supporting on going growth of contact centers, as well as integrations with other platforms, such as CRM.

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

• Ability to be on-call and deliver support during operations service interruptions
• Ability to travel among other local and global facilities if needed
• SIP, PRI and general telephony infrastructure knowledge
• Bachelor’s degree in Computer Science
• Solid understanding of networking, wireless and telecommunication fundamentals
• Solid understanding of Contact Center environments, such as Genesys, and similar Telcom technologies
• Associate degree in Computer Science or equivalent experience
• 2 years of experience with PBX functionality, Microsoft O365/Teams, Genesys or Amazon Connect, I3 (Interactive Intelligence) or related contact center technology
• Knowledge of Windows operating systems
• Strong problem-solving skills
• Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets
• Solid understanding of assisting with performing MACD and end user utilization support of PBX
• 3 years of experience troubleshooting PC’s, printers, phone and network issues
• Solid verbal and written communication skills and willingness to actively contribute in a team environment
• Additional certification: MCSE (Microsoft Certified Systems Engineer), MCTS.(Microsoft Certified Technology Specialist), CNA (Cisco Certified Network Administrator), ITIL certification
• Advanced resource to update telephony settings as needed for normal business operations, holidays and emergency management events.
• Ability to work later evening nights and weekend if required supporting business needs or IT initiatives