This position will provide design, implementation, and technical support of Call Center technologies. Candidate will need to be proficient in various call center technologies. Focus will be in the continuous improvement and automation of systems to ensure high performance, availability, and scale for our organisation. Principal Duties and Responsibilities;
Maintain enterprise telephony hardware and software.
Provide input to Design & Build functions of Telephony Environment
Analyzes telecommunication functions of the organization and makes recommendations.
Installs, moves, and modifies telecommunications and related equipment according to job specifications, standards, and procedures.
Diagnoses and repairs hardware and Software in Telephony Environment
Leads installations and upgrades of telephony systems.
Develops documentation to support current and to test planned equipment configurations.
Provides on-the-job training to user or other technical personnel.
Performs daily maintenance checks and insures proper escalation and resolution to challenges found.
Ongoing daily support of voice/data activities including rotational on-call duty.
As required by changing business needs, complete additional responsibilities as assigned.
3 or more years’ experience/certifications for Call Recording product suites preferably(NIM 4.1, Engage 6.x)
2 or more years’ experience with call recording analytics
3 or more years’ experience supporting telephony systems within large to very large enterprise environments that include multiple site locations
Bachelor’s degree in computer science, or a related technical field
RTI/APA, Real-Time Voice Authentication, QC, Nexidia
Telephony/CTI experience/certifications: Genesys T-Server/SIP Server, Cisco ICM, Avaya CM/AES 5.x-7.x, SBC (ACME/Oracle/OCCAS) and advance knowledge on IP phones communication
Networking troubleshooting skills (including analyzing IP network traces using networking tools, example Wireshark)
Knowledge on telephony audio and signaling protocols: SIP
Experience in IT (Network and system) that worked on Server issues mainly (Windows Operations Systems 2008, 2012).
Experience and understanding of troubleshooting server performance issues.
Prior experience with VOIP, IP networking and PBX systems.
Experience with SIP trunks and Session Boarder Controllers. Technology Careers with Optum. Information and technology have amazing power to transform the telecommunication industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality.
IRG Digital is one the leading digital services provider in North America. We are your one stop shop for all digital services for home and business. We offer competitive prices and guarantee the best customer experience. We value all of our customer and take great pride in servicing all of North Ame ...Read More