Contact Center Systems Administrator (Oklahoma City, Ok)

ADVANCE YOUR CAREER WHILE SAVING LIVES

Location: Oklahoma City, OK

Salary: $55,000-$65,000 based on education and/or experience and $500 bonus after 6 months and $1,000 bonus after 1 year!

Benefits: Health, dental, vision, life insurance, long term disability, 401(k), paid-time off, $5,000 annual tuition reimbursement, holiday pay, etc.

Days: Monday through Friday

Hours: 8:00 a.m. to 5:00 p.m.

Position:

Responsible for the design, implementation, maintenance, and optimization of our CONTACT CENTER SYSTEMS infrastructure. This role will involve ensuring the seamless operation of CONTACT CENTER technologies, troubleshooting issues, and implementing improvements to enhance overall efficiency.

Qualifications:

• 1 to 3 years experience as a PC Technician or at least two of the following certifications: A+ Certification - Preferred, Network+ Certification, or Microsoft Certified IT Professional (Windows Desktop Administration)
• Bachelor's Degree in Computer Science or Business emphasis or equivalent experience.
• Requires an understanding of DOS, Windows, memory configurations, and hardware configurations.
• Strong analytical/problem solving skills.
• Responsive; strives for excellence; ability to interact and communicate effectively at all levels of the organization.
• Familiar with general IT operating infrastructure (hardware, databases, operating systems, local area networks etc).
• Advanced knowledge of Microsoft Office and Windows applications
• Knowledge of communication protocols, networking configurations, voice/data communications, NT and Unix security, backup, and storage procedures
• Experience providing local and remote technical support in a LAN/WAN environment for computer hardware and software, including security, installation of CAT 6 cabling, configuration, installation, troubleshooting, and maintenance of computer hardware and software components.
• Ability to create training materials.
• Strong technical writing skills
• Ability to assist and train others.
• Strong technical knowledge and problem resolution skills
• Strong analytical skills
• Ability to develop and implement procedures.
• Service-oriented; self-starter; takes ownership; willing to take on additional responsibility.
• Responsive; strives for excellence; ability to interact and communicate effectively at all levels.
• Ability to work independently as well as part of a team.
• Ability to work in a challenging environment.
• Ability and willingness to expand knowledge base and skills inventory.
• Ability to evaluate different software applications quickly and in department.

Primary Responsibilities:

System Design and Implementation

• Design, implement, and maintain CONTACT CENTER SYSTEMS, including telephony platforms, IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and other related technologies.
• Collaborate with cross-functional teams to understand business requirements and translate them into effective system configurations.

Maintenance and Support

• Perform regular system updates, patches, and upgrades to ensure optimal performance and security.
• Monitor system performance, troubleshoot issues, and provide timely resolutions to minimize downtime.
• Conduct system audits and implement proactive measures to identify and address potential issues.

Integration

• Integrate CONTACT CENTER SYSTEMS with other enterprise applications, such as CRM (Customer Relationship Management) software, workforce management tools, and reporting platforms.
• Work closely with development teams to implement custom integrations and automation.

User Training and Documentation

• Provide training to CONTACT CENTER staff on system usage and best practices.
• Create and maintain comprehensive documentation for system configurations, processes, and troubleshooting procedures.

Security and Compliance

• Implement and enforce security measures to safeguard sensitive customer data and ensure compliance with industry regulations.
• Stay informed about industry best practices and emerging technologies to continually enhance system security.

Performance Optimization

• Analyze system performance metrics and implement optimizations to enhance efficiency and responsiveness.
• Collaborate with stakeholders to identify areas for improvement and implement enhancements.

Desktop Support Functions

• Installing, configuring, and maintaining desktop and laptop PCs and peripherals such as printers
• Installing and configuring application and operating system software and upgrades
• Troubleshooting and repairing hardware and network connectivity issues
• Removing old equipment and performing data migration to new machines
• Analyze problems on the Windows-based platforms, workstations, and all peripheral devices.
• Diagnose hardware and software problems; work with other MIS staff, vendors, and users to resolve said issues in a cost-effective and timely manner.
• Requires an understanding of Windows, memory configurations, and hardware configurations.
• Responsible for operating systems and software that reside on Windows-based platform servers and stand-alone PCs.
• Install & maintain PC-to-UNIX connectivity software and support of IP protocols.
• Create, manage, and utilize PC images to help minimize user downtime.
• Install phone wiring and telephone sets. As required, coordinate with vendors and internal departments
• Administer moves, adds, and changes of telephone/voice mail systems utilizing vendor software packages.

Help Desk Functions

• Assist with helpdesk activities consisting of receiving an assignment of help tickets, conversing with ticket requestor, issue determination/resolution, satisfaction follow up, and ticket closure.
• Document issue resolutions in the HelpDesk tool so that they can be used to build up an IT knowledge base.

Asset Tracking Functions

• Assist the Contracts and Asset Administrator with placement and tracking of all IT assets (both hardware and software)
• Labeling assets, providing information on asset location, and providing periodic cycle inventories on assets will be conducted in partnership with the Contracts and Asset Administrator
• Ensure all changes in assets (hardware and software) are recording and provided to the Contracts and Asset Administrator

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