Job Description :
Title: VoIP Help Desk/Desktop Technician
Duration: 1 Year Contract
Location: Whippany, NJ
Interview Mode: Phone and skype


The Musts:
Ability to troubleshoot and fix Tier 1 & 2 IT Desktop related issues.
Excellent knowledge of Windows 10.
Excellent knowledge of IVR operations in a call center.
Any knowledge of Five9 and inContact cloud-based call center platforms would be a plus.
Excellent knowledge of VoIP technology.

The Contact Center Systems Administrator / Desktop Technician is a technical role within IT Infrastructure. This position is primarily a hands-on role and is responsible for the configuration, operation, and maintenance of systems hardware, software applications, and related infrastructure in the Contact Center. This individual is accountable for the operation of the following systems: IVR applications running on the inContact and Five9 cloud-based contact center platforms. Responsibilities on these systems include daily and scheduled operations, provisioning, operations and support, and maintenance to insure continual 7 x 12 Contact Center operations.
Provide Level 1 & 2 support to agents in the Contact Center. Troubleshoot problems arising from the malfunction of cloud-based systems, applications, and workstations in the Contact Center.
Manage the Five9 and inContact applications used for call and screen recordings in the Contact Center for daily operations. Modify the IVR configurations and recordings based on requirements changes from the Contact Center leadership.
Act as the focal point of contact for reporting issues to vendors and cloud providers. Follow up with vendors to ensure issues are resolved in a timely fashion.
Support the introduction of new technology by working with IT resources that are implementing new technology or introducing new or enhanced applications in the Contact Center.
Create, change, and delete user accounts per request for all cloud-based contact center applications.
Strong skills in one or more of the following: VoIP setup and administration, contact center cloud services, and/or Cisco networking. Healthcare IT Infrastructure and HIPAA compliance experience highly preferred. Solid understanding of IT infrastructure and VoIP software architecture. Experience with VoIP, Windows 10, Windows Server, Linux, networking, laptops, and multimedia.
Bachelor''s degree or higher
3 to 8 years of contact center and desktop support experience
Strong written and verbal communications; attention to detail; strong organization skills; ability to manage multiple priorities well; calm under pressure; ability to support outside of normal business hours
             

Similar Jobs you may be interested in ..