Senior IT Technologist

JOB ORDER SUMMARYJOB TITLE: Senior IT Technologist

JOB DESCRIPTION: This is an integral technical and operational support role responsible for analysis, troubleshooting, support, planning, implementation and management of various components of Nortel telecommunications infrastructure relative to hardware, software, operating systems, utilities, networks and data communications specific to PBX, Voice Mail, Call Center ACD and IVR.The individual in this position holds accountability as the technical owner for operations of one of the businesses mission critical systems, the company's 24x7 high volume customer call center. In this role, the individual is responsible for planning, implementing, and maintaining the company's telecommunications infrastructure with an emphasis on meeting the growing demands of the call center. The ideal candidate must be familiar with a variety of the industry's concepts, practices, and procedures and rely on extensive experience and judgment to plan and accomplish goals set forth by management. A key consideration in all planning and support activities is working with departmental managers and senior management to assure that technology and services align with company's strategic objectives. In this role, the individual will clarify business issues, analyze the telecommunications requirements of the organization, clarify business issues and work to plan, develop, improve, maintain, and implement telecommunications technologies that provide a robust and reliable telecommunications infrastructure with sufficient capacity for current and future requirements along with considerations for fault-tolerance, redundancy and recovery.

Position Responsibilities: Respond to trouble calls and customer requests as needed to maintain departments established service levels, escalate issues with carriers and/or hardware/software vendors as needed. Update assignment status reports accurately and on a daily basis.? Monitor PBX, ACD, IVR and Work Force Management productivity, assist customers with training, analysis and interpretation of data and metrics, and make recommendations for changes to optimize functionality. Plan and execute implementation of agreed upon changes.? Plan, evaluate, configure and install telecommunications applications used in various contact centers throughout the company in accordance with published department standards and as needed to meet business goals and objectives.? Work with business units to determine requirements in order to appropriately design and maintain call center systems and solutions.Work closely with contact center managers and supervisors providing documentation and training to insure a stable and efficient telecommunications operation while maintaining a high level of user trust and confidence.? Maintain production telecommunications systems to provide maximum possible availability and restrict outages to planned service windows or time-frames with minimal business impact.? Identify and plan for future capacity of telecommunications resources.? Maintain full and accurate documentation of all telecommunications systems and associated call center solutions.? Identify and develop redundant, fault-tolerant telecommunications technologies to minimize outages of production systems. Develop and implement plans for the protection, redundancy and restoration of telecommunications systems in the event of a disaster.? Investigate and include consideration for security of telecommunications components and company assets stored on or transmitted across the telecommunications infrastructure.? Monitor the overall integrity of the telecommunication architecture and provide performance metrics for management review. Perform incoming, out-going, and cross communications analysis.? Review and redefine processes to improve on their efficiency.? Conduct new communications (PBX, Voice Mail, Contact Center andVoIP) hardware and software product assessments, perform cost justifications analysis for implementation of new technologies, recommend and present recommendations and findings to IT and business units? management.? Partner with Network staff on advanced data and voice network integration technologies.? Work with equipment and services vendors for enhancements or replacements of existing services and products.? Assists in the planning and implementation of the company's telecommunications projects. Prioritize schedule and monitor assigned technical projects, developing and maintaining comprehensive project plans/schedules, while using the same methodology to provide senior management with accurate and complete status information.? Job requires carrying cell phone and being available to support major events 24x7.

Basic Qualifications: At least 5 years extensive experience in support of telecommunications infrastructure operating on Nortel platform including PBX and voice stations, ACD's, IVR's and predictive dialers.? Minimum of 4 years working experience in a large in/out-bound contact center environment, operating on Nortel Contact Center platform, preferable Symposium CCMA 6.0.? Deep technical expertise with a wide range of Nortel voice systems including PBX, ACD's CTI applications, Call Pilot, IVR carrier services, Call Center services, Voice Mail systems and IP networking, SIP and ACD.? Strong analytical and problem solving skills, and attention to detail are essential.? Strong communication skills; ability to clearly explain complex business and technical issues, procedures and processes in verbal and written format to an audience of managers and directors.? Strong interpersonal and customer service skills.? Strong project planning and documentation skills and proven ability to deliver/drive projects on his/her own with minimum supervision.? The ability to use good judgment in handling task to completion or escalation.? The ability to assume responsibility for a problem or opportunity, define the issue, identify the options, plan and implement.?Must be a team player, willing to learn new technologies and be flexible to work in a 24X7X365 environment.

Desired/Preferred Qualifications: Nortel NCSS and/or NCDS Certification in Contact Center Rls.6.0 ? Nortel NCSS Certification in MPS Operations & Maintenance and/or Application Developer ? Experience with voice mail systems, including Avaya Modular Messaging and Nortel Call Pilot.? Experience wiring, configuring, installing and testing data/voice networks, including: switches, routers, gateways and servers in a TCP/IP environment.? Working knowledge of Periphonics/ IVR CTI, or equivalent, configuration, implementation, and application development and management using Nortel Peri Pro and VXML.? Familiarity with Host transactions, Caller Message Recording, MTS, Call Progress Detection, PeriWeb, Text-to-Speech, Continuous Speech Recognition, Analog and Digital Telephony, HSAM and ISAM files, Whispering, and Outdialing.? Working knowledge of development using Crystal Reports and experience with call center reporting and performance metrics.? Working knowledge of VoIP.? Experience with Windows Servers and Windows desktops 2K, XP, Vista as well as MS Office Suite.? Posses at least one of the following Certifications: Cisco CCNA, Nortel NCSS or Microsoft MCTS.? Bachelors of Science degree in engineering or related technology discipline.

LOCATION: Northridge, CA
CONTACT: Vicky RitzenTalentGen Global Workforce Solutions JOB SHORT ID: 20849 (please ref code in email subject line)email: vicky@talentgen. comTel: 949-280-1204