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POSITION PURPOSE

Administer all components of the corporate voice telecommunication systems to ensure efficient and timely access.

DUTIES AND RESPONSIBILITIES

• Handles the day-to-day administration of the corporate Private Branch Exchange, voice mail, Interactive Voice Response, Call Management System, and Call Accounting System. This usually involves, but is not limited to, responding to new user requests, resolving user problems, and performing moves and changes in a timely fashion.
• Supports timely and efficient team operations by sharing knowledge of telecommunications systems and call center best practices to guide completion of assigned workload according to established timelines.
• Develops and implements efficient and effective telecommunications systems by guiding installation of technologies and providing ongoing maintenance and support to support business requirements and key stakeholder expectations.
• Assists in the execution of accurate, effective telecommunications systems by partnering with team and key stakeholders, identifying opportunities for efficiencies, and monitoring telecommunications equipment to ensure quality level of service and alignment with business needs.
• Implements procedures and processes to ensure timely and thorough telecommunication system backups.
• Identifies measures of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• Adheres to, reviews, and creates departmental procedures and standards (in particular, those procedures and standards relating to use of telecommunication resources).
• Mentors junior telecom/network team members by regularly communicating, gathering inquiries, and guiding members on best practices to support alignment with business operations and service level commitments.
• Adopts MGE values in personal work behaviors, decision-making, contributions, and interpersonal interactions; manages own career development by soliciting feedback and valuing other perspectives.

QUALIFICATIONS

Education and Experience

• Associate's degree in telecommunications technology or equivalent is desirable.
• Four to seven years relevant Avaya TDM and VoIP experience including contact center.
• Vendor management - Telco, ISP, and system support and maintenance.
• Work Force Optimization.

Knowledge and Skills

• Advanced working knowledge of Avaya Voice Network technology.
• Advanced working knowledge of TDM and IP Telephony.
• Advanced working knowledge of Avaya ACD systems.
• Working knowledge of Avaya IP Office.
• Working knowledge of Calabrio and Verint WFO systems.
• Working knowledge of two-way radio systems.
• Working knowledge of cellular telephones, hot spots, and IOT routers.
• Working knowledge of Cisco switching and routing equipment.
• Working knowledge in database management, spreadsheet applications, and MS Office applications.
• Generate or adapt equipment and technology to serve user needs; understand the needs and goals of customers and actively look for ways to meet them.
• Prioritize existing resource needs and ensure future resource availability.
• Communicate information in a clear, well-organized, and professional manner; collaborate with key stakeholders across multiple levels.
• Design, set up, operate, and correct malfunctions involving application of machines or technological systems.
• Clearly and confidently convey information to internal and external stakeholders.
• Travel frequency (approximately 1 to 4 trips annually).