VOIP Analyst
📋 Role Overview & Responsibilities
Description
As a VOIP Analyst with our client, you will be responsible for optimizing multiple digital platforms for all aspects of the Customer Care Center. You’ll work closely with leadership, provide guidance and support for all technological functions in the Center. This will include but not limited to, configuring data communication systems as well as identifying areas of opportunity to improve efficiencies and provide ongoing support. You will also create synergies among the entire Center using technology as the bridge to consistently and systematically improve the center’s productivity.
Example Projects
Upgrading from Cisco Finesse to something like TalkDesk or fIVE9 Trialing SMS right now through salesforce
Ticket Types
Cisco product troubleshooting- example: if a headset doesn't work
Skills
voip
Top Skills Details
voip
Additional Skills & Qualifications
Take ownership of specific organizational initiatives as appropriate and drive results via driving adoption and implementation of strategic projects within the organization
Manage vendors to ensure agreed upon scope, deliverables, and service level agreements
Manage cross team dependencies, and coordinate cross-team initiatives to address issues
Establish quality and performance targets
Create new agent phones within a Cisco Hosted Collaboration Environment
Work with the Customer Care Center leadership to manage and update environment
Act as liaison for all IT projects between Customer Care Center leadership and IT
Assign and Manage UCCE Precision Queues to maximize efficiency and effectiveness
Coordinate UAT for any future releases and enhancements
Be the single point of contact for our client and provide PM services for any future releases or enhancements
Assist with day to day technical issues with the Cisco collaboration environment
Own the daily management of the Hoopla employee engagement system
Create and manage system user profiles including access limitations and display settings
Experience Level
Intermediate Level
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Frequently Asked Questions
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This position is located in Charlotte, NC with potential relocation and sponsorship assistance depending on candidate qualifications.
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