Job Description :
Position: Telecom Admin
Location: Salt Lake City, UT
Duration: Full Time
Skills:
Nice Admin, Telecom dialer management, ACD Admin
Minimum three years dialer management experience with preference towards InContact platform and NICE Systems
Working knowledge of TCPA and FDCPA regulations
Semi-advanced knowledge of telephony, IVR, and ACD routing
Operational knowledge of contact center systems (Auto dialer programming, reporting, and call recording systems)
Extensive knowledge of Microsoft Excel for Data mining and reporting
Attention to detail with ability to recognize and solve problems
Excellent customer service skills.
Job description:
Responsible for the day-to-day administration and monitoring associated with an advanced multichannel dialer system
Responsible to create content and manage updates of prompts
Responsible for updating scripts in Contact Studio
Ensures compliance with company policies and procedures along with state and federal regulations
Proactively troubleshoot resolution of issues with the telephony platform and work as liaison to IT on behalf of business units
Research, identify, and act as liaison with other business units for more effective calling, chat, email, and inbound campaigns
Develop procedures to support business shareholders in a rapid growth situation
Oversee dialer SDLC (System Development Life Cycle) process to track, test, and implement changes within telephony platform
Create ad-hoc reports as needed
Other duties as assigned