Telecommunications Administrator

As a Telecommunications Administrator, you will be responsible for assisting with the daily operations of the contact center platform, such as, but not limited to monitoring inbound and outbound call traffic, report generation, and daily system testing. 

You will also be responsible for providing tier 2 support and troubleshooting for agents, supervisors, and management as well as supporting resort telephony and mobility.

Duties will include but are not limited to: 

• Generating daily, weekly, and monthly reports for the CXone Platform.
• New user onboarding administration.
• Dashboard setup.
• Subscription auditing.
• Maintain and optimize user subscriptions and skills.
• Download recordings
• Provide tier 2 support and troubleshooting for agents, supervisors and management.
• Monitor inbound call traffic and adjust agent skill sets to achieve SLA, ASA, and Abandon rate.
• Assist with documentation of system settings and applications.
• Assist with agent scheduling decisions.
• Back up dialer administrator in daily tasks and functions.
• Test system functionality on a daily basis.
• Change IVR / Department schedules based on holidays.
• Act as liaison between resort management and telecom vendors for physical PBX and service providers.
• Provide support to mobility users local in UK region as an extension of domestic based mobility support team.

To fulfil this role successfully, experience of the following is essential: 

• Microsoft Office, Excel and Visio
• Significant contact centre 
• Previous experience in a similar role (up to one year) 

Experience of the following is also desirable: 

• Nice CXone system 
• SQL
• Nice WEM and QM 
• Snow ticket system