Responsibilities

• Designs, installs and maintains system wide network solutions and diagnoses and resolves complex network operating problems.
• Provides support of emerging telecommunication technologies to IS management and customers and assesses and recommends solutions such as IP (Internet Protocol) telephony and other ACD (Automatic Call Distribution) systems.
• Support telecommunications projects with customers, vendors, and management. Executes, and monitors work plans for assigned projects and is responsible for timelines and deliverables.
• Provides support to the telephone help desk and addresses escalation of issues to final resolution.
• Designs and develops new call center management call flow processes through the evaluation and interpretation of call traffic management studies. Monitors existing call center call flow processes and identifies alternatives to improve performance.
• Supports telecommunication analysts and provides analyst coverage as required.
• Evaluates and recommends telephony peripherals.

Qualifications• Bachelor’s degree in Computer Science or related subject matter with 5 years of relevant work experience or the equivalent required.• Organizational and leadership skills are essential.• Project management skills, programming skills, and extensive knowledge of microcomputers desired.