Telecom Administrator Job at Morgan & Morgan, P.A.
At Morgan & Morgan, the work we do matters. For millions of Americans, we're their last line of defense against insurance companies, large corporations or defective goods. From attorneys to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 3,000 employees are all united by one mission: For the People.
Job Description:
he Telephone Systems Administrator will maintain daily operations of the Contact Center telephony systems, providing technical support and management of internal systems for end users for internal and vendor related customers. This position will perform daily support servicing, troubleshooting telephony system issues, managing IVR functionality, digital delivery, reviewing/enhancing existing phone system functionality, and acting as a first level liaison with third party system provider for reporting and troubleshooting issues.
Responsibilities:
- Management and sustainment of the current cloud-based telephony system (NICE InContact) to ensure we are meeting all routing requirements 24/7.
- Manage and update DNIS and IVR Trees to ensure all necessary requirements are met.
- Troubleshoot problems in real time and able to escalate issues as needed.
- Develop/maintain procedural manuals and technical documents for Contact Center systems, including NICE InContact.
- Building technical configuration and some programming to implement levels of service on Nice InContact.
- Provide on call system support when needed and perform testing during regular and off hours as required by Contact Center Management.
- Work with 3rd party integrations, including custom integrations with Salesforce.
- Promote and maintain an ongoing working relationship with other technology and service departments and partner with them to support Contact Center technology.
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Requirements:
- Associate or Bachelor's degree or equivalent education and experience or certifications in a technical field.
- 3 years experience administering telephony systems in a Call Center environment.
- 2 years of experience in cloud-based telephony, and digital experience required.
- Experience managing NICE InContact dialer software, IVR & ACD functionality, and in a Contact Center with 75+ seats.
- Ability to work flexible schedule including some nights, weekends based on deployments and/or ad-hoc situations.
- Ability to work independently, and a team setting, in a fast-paced environment, adjusting focus based on needs.
- Demonstrate a positive work ethic, within a diverse environment, to achieve the best possible outcome.
- Exceptional time management and superior communication skills to complete work in a timely manner.
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Benefits
Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.
Equal Opportunity Statement
Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
E-Verify
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
Privacy Policy
Here is a link to Morgan & Morgan's privacy policy.
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