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Systems Architect
ReferAll, LLC
- Tallahassee, Florida, United States
- Tallahassee, Florida, United States
À propos
Seeking a qualified Systems Architect to provide technical and administrative telephony services support for the Enterprise Foundational Services, Telephony Voice Services Team. The contractor will deliver ongoing support, configuration, and administration of the Department’s telephony infrastructure, including Avaya and Nortel PBX systems, VoIP services, call center platforms, and associated voice technologies.
**
* Candidates must possess all of the following minimum qualifications:
* 4 years of experience programming, supporting, and troubleshooting Avaya, Nortel PBX, and Mitel key systems
* 3 years of direct customer service experience
* 4 years of phone station configuration, including extension assignments, ACD, call centers, and features administration
* 4 years of experience interfacing with Local Exchange Carriers (LEC) and telephony service providers
* 4 years of experience assigning Caller Line ID (CLID) and maintaining accurate 911 services location information with LEC
* 4 years of experience performing telephony and data wiring support, including fiber optics
* 4 years of experience performing customer work requests and problem resolution utilizing an enterprise CRM system (Cherwell experience desired)
* 4 years of hardware and firmware experience related to Private Branch Exchange (PBX) systems
* 4 years of experience with Quality of Service (QoS) allocations related to voice and video service protocols
**The Systems Architect will be responsible for the following service tasks:
Telephony Configuration & Administration:
* Provide feature programming recommendations for Department Capital Circle Office Center (CCOC) campus phone system customers
* Perform feature programming of end devices and Avaya or Nortel phone systems
* Maintain the CCOC campus phone system 911 registry
* Integrate Voice over IP (VoIP) services and conduct tracing to identify and resolve service issues
* Develop and configure custom voice menu trees and IVR options meeting customer requirements, test, and deliver for customer acceptance
* Configure customer menu trees within the phone system messaging platform
* Develop custom call-forwarding configurations for interfaces with Poison Control and other response call centers
* Initiate changes and updates to Avaya Aura voice messaging boxes
* Process configuration changes for the Avaya Contact Call Center and Aura software
Customer Service & Ticketing:
* Process customer service request tickets and phone calls for implementing new voice-related services to the Avaya and Nortel CCOC campus phone system, voice messaging, call center agent phones, and response rooms
* Process customer tickets and phone calls to perform phone station moves, adds, and changes (MACs) for CCOC phone system users
Video Conferencing & SIP Support:
* Support Department video conferencing services SIP telephony interface trunk for availability to conduct audio calls with external participants
Data Security & Confidentiality:
The contractor, its employees, subcontractors, and agents must comply at all times with all Department data security procedures and policies in the performance of this scope of work as specified in the Data Security and Confidentiality document attached to the purchase order. Failure to comply will result in a financial consequence equal to 10% of the total monthly invoiced amount for each week of non-compliance.
Pay: $135,000.00 - $155,000.00 per year
Work Location: In person
Compétences linguistiques
- English
Avis aux utilisateurs
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