Day to day operational support activities include:
- Contact Center Application Support
- Hardware configuration support
- Contact Center Performance Reporting
- Trunk Configuration support
- Coordinate onsite maintenance for contact center platforms
- Contact Center agent administration
- Data Analysis and Trending
- Daily platform health checks
- Development of Operational Standard Operating Procedures
- Trunk capacity validation
- Contact Center Platform Monitoring o Event Management o Incident Management o Problem Management The ideal candidate will have level experience with multiple contact center technologies listed below:
- Cisco Unified Contact Center Environment (UCCE) o Intelligent Contact Management (ICM) o Customer Voice Portal (CVP o Unified Call Manager (UCM) o Cisco Outbound Option (Outbound Dialer)
- Convergys Voice Response Units (VRU)
- Aspect eWorkforce Management
- Aspect Automated Call Distributors (ACD)
- Aspect Unified IP Outbound Dialer
Job Type: Full-time
Pay: Up to $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Cisco Contact Center: 3 years (Required)
Security clearance:
Ability to Commute:
- Atlanta, GA 30341 (Required)
Ability to Relocate:
- Atlanta, GA 30341: Relocate before starting work (Required)
Work Location: Hybrid remote in Atlanta, GA 30341