Description
Link Technologies is currently looking for a Senior Call Center Systems Administrator for a contract position in Las Vegas, NV. This is an opportunity with a leading gaming and hospitality company. Interested qualified candidates are encouraged to apply!
Responsibilities/Purpose
Directly Supervises: Call Center Support Specialists, Call Center Data Analyst
The Senior Call Center Systems Administrator manages all technology used for the Call Center applications. This position will lead a high performing team that will be responsible for the maintenance, support, and troubleshooting of the Call Center technology. The Interactive Intelligence Call Center technology is the primary system of responsibility. This individual will be responsible for providing support for the users of our Call Center Software and managing the IVR that will be leveraged for Enterprise Reservation routing. This position will be responsible for supporting all CIC applications, the IVR, WFM (IEX), Gateways, and a proprietary Web Server (Infocenter). This position is highly skilled in all aspect of the CIC application including handlers and ICELIB. This position will also support Carrier communication and troubleshooting from phone number moves to new circuits being added. This position will manage projects to meet or exceed established deadlines.
Job Functions:
- Analyzes/prepares detailed proposals for voice telecommunications technology
- Coordinates telephone equipment changes including additions, deletions and moving of equipment
- This position will be a mix of IVR development and support of a wide-spread I3 network of users
- Develops, plans and implements project work plans, arranges for necessary resources, monitors progress and resolves problems to ensure that deadlines are met.
- Provides regular status updates to necessary site contacts/management on service restoration process/timeline.
- Provides reports on IVR success/failure measures.
- Maintains upgrades and Service updates to the CIC application.
- Works with training team to evaluates user training needs and recommends training programs.
- Duties included system adds, moves and changes.
- Troubleshot and resolved all CIC related desktop user issues.
- CIC system troubleshooting, system maintenance and monitoring.
- Create and maintain CIC handlers
- Troubleshoot polycom or CIC softphone issues
- Maintain telephony resources and equipment such as T1*s, PRI*s, DID*s, POTS lines, telephones, headsets, phone numbers
- Leads a high-performing team to meet SLA
- Ensures that the technology to assist all call center departments is available to support any interactions efficiently, accurately and professionally as they assist internal and external customers.
- Generates and follows through on new ideas/solutions on specific call center issues, and participates in projects and process improvement initiatives to improve the operation.
- Acts as a liaison between Carrier and vendor.
- Oversees the staff in accordance with company policies and procedures and assists staff to resolve complex or out of policy operation problems.
- Ensures that all client-established IT processes are followed.
- Establishes, measures, documents, reports and communicates data.
- Accurately and swiftly resolves issues and reports potential issues to senior management if needed.
Essential Requirements:
Education:
- High school diploma or equivalent required
- College degree or equivalent experience and training.
- Certification (current) on Interactive Intelligence
Experience:
- Call Center Software Experience - VOIP Contact Center phone system
- CIC Handlers
- CIC Log Reading
- Polycom VOIP phones
- CIC Attendant
- CIC Supervisor
- CIC Administrator
- ICELIB
- Audiocodes Gateways
- CIC Recorder
- Must have proven implementation of IP-based platform, Interactive Intelligence (I3).
- Knowledge of voice technology, IP-based solutions, voice networking and troubleshooting/problem resolution required.
- Effective organization, project management and oral/written communication skills also required.
- Strong Interactive Intelligence Inc. (I3) support and development experience
- CIC .NET and Handler development experience
- General Telephony experience
- PC support experience
- 3 more years of ACD support in a Call Center environment.
Experience with the following is a plus:
- ICELIB development experience
- Crystal Reports
- SQL Database queries
- Project Management skills
Abilities:
- Must be able to work independently as well as with a team
- Must take initiative and with minimal supervision
- Able to demonstrate leadership to a large, diverse team.
- Highly motivated, proactive individual and independent thinker.
- Problem solving; exercises good judgment when analysing and solving problems, pays attention to details.
- Can handle multiple tasks in a high volume, high stress, and fast-paced environment while meeting deadlines.
- Excellent listening and interpersonal skills.
- Demonstrates a friendly, upbeat and positive disposition.
- Excellent written and verbal communication skills are required.
- Ability to read, write, speak and understand English.
- Must be able to maintain a flexible working schedule based on business demands as well as being dependable and punctual.
Desired Skills:
Four year college degree in MIS or Business management related field.
To apply, please send your Resume in MS Word format and reference Job ID # 5500. We look forward to working with you!