Job Description

Essential Functions/Core Responsibilities . Coordinate and work with users, clients, equipment vendors, and network carriers on call repairs, installation, testing, ordering and provisioning of voice network services . Analyze voice network failures, isolate and repair or re-route voice network problems, in a timely manner . Assess need for any system reconfigurations (minor or significant), make recommendations, and execute them as required. Perform major voice network reconfigurations and relocations . Develop customer and vendor relationship . Provide system administration for ACD, and PBX to include AAR, ARS, UDP and route patterns maintenance . Be able to use packet/analyzer tools like Wireshark . Strong working knowledge of top, up, VoIP, SIP and excellent knowledge of ACD and contact centers . Help support the technical needs of multiple sites in the organization . Ensure efficient and accurate routing of client calls to Concentrix, Client and other centers . Monitor and identify capacity and performance issues to ensure continued, uninterrupted operation of telecommunications systems . Provide guidance to junior members of the team . Travel, on-call, and overtime as required Candidate Profile . Bachelor\'s degree in related technical discipline from a four-year college or university with four to six years of relevant experience preferred . Multi-task and maintain composure in stressful and demanding work environment . Exercise flexibility and resourcefulness in challenging and/or perplexing situations . Proficiency with various software applications such as Microsoft Word, Excel and Visio . Must possess good interpersonal, organizational, time management, judgment, and decision-making skills . Excellent oral and written communication skills . Ability to effectively present information to internal and external associates . Customer contact skills with ability to listen, explain and understand customer requirements . Needs to be able to translate customer requirements into voice network features and functionality Career Framework Role Requires in-depth knowledge and experience. Broad application of principles, theories and concepts in applicable discipline. Solves complex problems takes a new perspective using existing solutions. Works independently receives minimal guidance. Acts as a resource for colleagues with less experience. Disclaimer

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