MAXIMUS

Manager - Telephony Operations

US-NY-Albany
1 month ago
Requisition ID
2017-27460
# of Openings
1
Job Function
Information Technology
Job Schedule
Regular Full-Time

Overview

The Manager - Telephony Operations is responsible for the management of the day to day operational issues and tickets, as well as the job duties of other telecom analysts. The Manager will also establish and maintain telecom procedures and streamline system engineering to support day to day operational requirements. This individual must have extensive experience in Contact Center programming, Nortel and Avaya.

 

Responsibilities

  • Design and implement disaster recovery plan that adheres to project requirements
  • Streamline system engineering and scripting to support day to day operational requirements
  • Conduct quarterly engineering reviews
  • Manage Tier 2 and Tier 3 operational support. Manage multiple / simultaneous trouble tickets and service issues
  • Advanced System administration / programming of CS1000, Call Pilot, and Contact Center
  • Participate in telephone system design meetings; works with Telecom Engineering, end users and other internal and external groups to understand telephone requirements and meet deadlines
  • Design and engineer telephony expansion work, and negotiate the work order with the vendors
  • Manage the day to day job duties of the other Telecom Analysts
  • Perform other duties as assigned by leadership

The Ideal Candidate will Possess the Following Additional Education and Experience

  • High school diploma or GED required
  • Nortel Certification in Contact Center and Messaging required
  • Avaya Certification in Design and Support for Call Pilot required
  • Avaya Certification in Contact Center required
  • Experience with CS1000, Call Pilot, and Contact Center programming required
  • Working knowledge of the following telephony technologies: IP PBX, ACD, IVR, WFM, VoIP, SIP, PRI/DS1/DS3, call recording, voice mail, and a variety of telco/data services required
  • MCSE certification preferred
  • Familiarity with Telstrat Engage call and screen recording and Pipkins Work Force Management systems preferred

EEO Statement

EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you

A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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