Responsible for the daily operation, support, projects, enhancements, and all related services for multiple technology platforms and services providing the organization continued profitability and contact with each other, customers, and affiliates. Operational responsibilities include performing MACDs, troubleshooting of issues, maintaining high levels of system and user documentation, adherence to operational processes and policies, solution reliability, system security, compliance, and proactive monitoring through automated tools and daily testing
Work closely with client engineers, analysts, IT peers, outside vendors, outside expert resources, internal technical and business resources to evaluate, develop, and propose innovative new technologies, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization
Maintain expert level understanding and knowledge of the company's applications, telecommunications, and data system integration and must be able to understand changes needed within the environment to anticipate business, customer, cross-system, cross-process, and cross-project impacts
Provide infrastructure support and testing for system patching, hardening, and hardware / software upgrades, system updates, and break / fix activities on telecommunications equipment
Support the telecommunications infrastructure team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and / or the contact center
Serve as escalated tier to Operation Analysts for knowledge transfer and guidance on incident management
Work independently while maintaining service level goals and project deliverables
Accomplish financial objectives by accurately forecasting project requirements and scheduling expenditures
Skills and Qualifications:
Bachelor's Degree in Computer Information Systems, Telecommunications, or related technical field and / or related experience
Minimum 4+ years of experience in the support and development of solutions within complex telecommunications environments
NICE CXone Administration and Scripting experience
CCNA-Voice or CCNA-Collaboration experience preferred
Advanced level technical expertise of NICE CXone cloud platform
Minimum 1+ years of experience with NICE CXone Scripting
Advanced level technical expertise of telecommunication systems and management of complex telecommunications environments and infrastructures
Experience with multiple voice and call center technologies such as but not limited to voice systems, call center technologies, PBX, gateways, voice networks, ACD, voicemail, call recording, and ancillary support systems
Knowledge of WAN / LAN technologies and VoIP / SIP call routing technologies and protocols, including working knowledge of TCP / IP routers, client's, servers, switches, firewalls, DNS, DHCP and Citrix Desktop deployments
Proven ability to perform coordination and problem isolation
$45.00 - $50.00 per hour
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **™ Supports Equal Employment Opportunity** ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit .
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