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Senior System Admin

Plano, Texas | Direct Hire

Post Date: 08/10/2017 Job ID: 4527 Industry: Call Center Pay Rate: 120000

SENIOR SYSTEMS ADMIN
  • Design, implement, and provide ongoing support of the contact center platform and related components.
  • Design implement, and provide ongoing support of the call center systems by developing customer interaction and voice response systems.
  • Manage all hardware and software that interfaces to the Five9 dialer, Oracle Service platform, RingCentral telco.
  • Resolve technical problems affecting dialer operation to minimize or eliminate system downtime.
  • Manage dialing strategies by updating, revising and adjusting system settings.
  • Develop and maintain inbound IVR scripts for contact center
  • Work with telecom carrier to make configuration changes and troubleshoot any issues that could affect operations.
  • Manage on site network/firewall and work with network vendors to troubleshoot issues
  • Engage with partners and vendors to integrate and support new and existing systems and services.
  • Manage Contact Center platform upgrades and defects.
  • Diagnose and resolve unique and complex system problems.
  • Manage and perform all phases of procurement and deployment of new desktop/laptop hardware. Including negotiation of agreements with PC equipment vendors.
  • Develop, analyze, and maintain call center performance reports
  • Manage the disaster recovery process including documentation, testing and analysis of risk.
  • Proactively respond and be available for after-hours support requirements of production systems.
  • Reporting automation between systems with output to Tableau and other platforms
  • Adhoc IT support of systems and software to support the organization
  • First line network support

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