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Form of work Job Description:
- Position responsible for technical support of the Telecommunication Virtual Contact Center (VCC) Solution and its integration with Microsoft Dynamics.
- The systems support the client Customer Service Center (CSC) and all 31 Residency offices.
- This position will be providing technical support to the Customer Service Center and Residency.
- Employees who use the Telecommunication VCC.
- The position is responsible for providing technical support including maintenance, configuration, monitoring, and troubleshooting of the Telecommunication VCC, creating architectural diagrams, system documentation, and other procedural documents.
- Serves as liaison with Telecommunication for system issues, repairs, and routine maintenance. Works with Telecommunication technical support throughout any outage or repair, and provides updates routinely to business and ITD leadership.
- Responsible for maintaining network switches and routers that provide system redundancy.
- Responsible for network analysis and diagnostic utilities.
- Experience with JSON preferred.
- Work closely with CSC Business owners and IT Systems Engineering Manager. Detailed Duties include:
- Ability to build, define, and run reports using the VCC, design and manage call flows, manage users of the VCC, Microsoft Dynamics, and SharePoint services, to configure and support the VCC (remote call center agent) software.
- The candidate will work with the client CSC, Residency, and Emergency call-taker staff to set up remote agent workstations and phones for daily operations and severe weather events. Candidate should have the ability to translate and describe technical issues in easy-to-understand terms for consumption by all stakeholders.
- Troubleshoot and resolve call routing problems.
- Ability to manage, monitor and troubleshoot LAN/WAN connections.
- Ability to configure IVR and automated attendant systems (hosted & internal), to provide technical support for a variety of business applications, including Edge, Chrome, VCC, Customer Service
- Center (CSC) 3.0 (Microsoft Dynamics) and work order management systems (HMMS).
- Ability to provide remote support for regular staff and emergency call-takers. Ability to perform Root Cause and Post.
- Mortem analysis and reporting. Ability to support the training of call-takers and system users statewide.
- Ability to provide 24/7 support for call center operations (server & desktop support).
- Telecommunication Virtual Contact Center.
- JSON.
- IVR systems (internal & hosted).
- Microsoft Dynamics 365.
- Active Directory.
- Cisco network switches, routers, & firewalls.
- Experience creating systems and procedural documentation.
- Experience creating end-user documentation for routine tasks.
- Experience providing local and remote technical support in a call center environment (preferred).
- Experience working with system owners to define system functional requirements.
- Experience with network analysis and diagnostics utilities (WireShark, TShark, NMAP, Fiddler2, etc.).
- Experience with project management (preferred).
- Experience with command line scripting & system automation in Windows (preferred).
