Telecom Specialist

Creata il 20-03-2019

Location Phoenix, AZ, US

POSIZIONE CHIUSA Candidati ora

Salva per dopo

Descrizione

About Houzz

Houzz is the leading home renovation and design platform in the world. We have a highly engaged community of over 40M unique monthly users who leverage our technologies to find inspiration for their next project, connect with over 2.1M home design professionals and discover products in the Houzz Shop.

About the Role

As part of the IT Operations team, this role will support and enhance the voice and call center environment. The role will collaborate with peers, architects, project managers, management, business stakeholders and vendors on design, strategy, operational and project activities.

What You'll Do

Design, implement and configure systems to support the voice and call center environment

Develop and maintain configuration standards and operating procedures

Coordinate with vendors for implementation, technical support and troubleshooting

Perform intermediate level design through independent thinking and application of best practice principles

Perform call flow analysis, design, documentation and testing

Troubleshoot complex incidents and problems, including escalation internally or to 3rd party vendor support, to determine root cause analysis

Forecast, recommend and implement capacity planning

Perform daily system monitoring, verifying the integrity and availability of network infrastructure

Apply patches and upgrades on a regular basis to maintain operational and security standards

Manage vendors and hold them accountable to contractual SLA's and obligations

Conduct after-hours maintenance when necessary

Design and support disaster recovery and business continuity testing

At a Minimum, We'd Like You to Have

3+ years of telecommunications experience

3+ years of contact center experience

Project Management experience

Intermediate knowledge of network experience as it pertains to VoIP implementation and support

Advanced knowledge of queuing, routing, recording, reporting and administration. IVR, speech analytics, interactions, workforce management and outbound dialer

Ideally, You'll Also Have

Salesforce Experience