Job Description

The selected candidate will be expected to lead/assist with the administration and provisioning of telecom services to our customers. This will include, but not limited to AVAYA Telephony, MSTeams Telephony, FIVE9 contact center and other VoIP voice services, contact center operations, IVR, call routing, faxing, UCaaS, CCaaS, & security compliance. In addition, he/she will lead/assist with the migration and administration of current Telephony Solution. Must Haves-

• MSTeams and MSTeams Telephony migration
• Contact Center Solution (FIVE9, GLIA)
• Proficient networking experience
• Project Management.
• OPTIONAL: AVAYA telephony.

TECHNICAL KNOWLEDGE AND SKILLS:

• BS or MS in Computer Science or equivalent degree
• 8+ years of Telecom experience
• 3+ years of proven technical lead and CCaas experience
• 3 + years of proven technical lead and UCaas experience
• Proficiency in Five 9 support, Avaya & MSTeams Telephony, administration, migration
• 2 + years of proven experience with administering contact center services
• Adept and/or proficient in Networking.
• Proficient in Telecom operations, administration, and support.
• Working knowledge of Windows
• Strong communication and writing skills.
• Should be able to write reports using various reports generation tools and languages.
• Expert knowledge of Server patching (Window and Linux)
• Prior experience in the insurance industry is a plus.
• Five 9, Avaya, MSTeams certifications desirable

DELIVERABLES OR TASKS:

• Expert with Avaya & MSTeams Telephony, implementations, and administration
• Expert with supporting remote telecom services to a remote work force.
• Experienced with Contact Center operations and administration.
• Experienced with IVR call flows and call routing.
• Adept and/or proficient with Networking (Routing, Firewall, etc.)
• Work with other Telecom engineers to design and implement well-integrated products.
• Define and evolve the architecture of Telecom services.
• Expert in all technical aspects of Telecom services (Avaya, UCaaS, CCaaS,MSTeams, Five9, RightFax, EtherFax)
• Evaluate and recommend appropriate technologies based on product needs and industry trends. • Develop creative solutions and write technical design & architecture documents.
• Provide work estimates for proposed projects.
• Cross-train Telecom staff on product features that are implemented.
• Constantly look for better processes for projecting and improving project profitability
• Lead or assist in the implementation of any Telecom migrations.
• Develop and execute unit tests for product components.
• Establish architectural standards and best practices.
• Encourage innovation of process and creative development methodologies
• Work closely with management to determine feasibility of product features.
• Work closely with IT Teams to determine the best approach on a technical standpoint.
• Establish standards and perform project and change reviews and provide feedback.
• Promote high quality, scalability, and timely completion of projects.
• Project Management experience. Buxton Consulting

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