D-H Manchester – Reg Admin

This position is located in Manchester NH

Purpose:

Participates in the design and maintenance of new and existing telecommunications networks, resolves complex telecommunication operating problems and analyzes system performance. Leads telecommunication projects to provide state-of-the-art IS (Information Systems) technological solutions for enterprise wide requirements. Provides leadership and support to the Telecommunications team.

Responsibilities:

1. Designs, installs and maintains system wide telecommunication network solutions and diagnoses and resolves complex telecommunications operating problems.
2. Provides leadership of emerging telecommunication technologies to IS management and customers and assesses and recommends solutions for analog, digital and IP telephony areas. And other ACD (Automatic Call Distribution) systems.
3. Leads telecommunications projects with customers, vendors, and management. Develops, executes, and monitors work plans for both Avaya and Cisco phone system projects and is responsible for timelines and deliverables.
4. Provides support to the telephone help desk and addresses escalation of issues to final resolution.
5. 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.
6. Mentors and supports telecommunication analysts and provides analyst coverage as required.
7. Evaluates and recommends telephony peripherals.
8. Performs other duties as required or assigned.

Minimum Qualifications:

• Bachelor’s degree in IT Technology or a related field or the equivalent in education and experience.

• 6 years of telecommunication/ IP telephony experience required

• Prior PBX and Cisco call manager experience preferred

• Excellent communications and interpersonal skills

Required Licensure/Certification Skills:

• None

Other Info