NCDIT - Network/Telecom Specialist- Mid Level

Short Description:
This position accepts and resolves service request, incidents, and problems from the DIT Service Desk in the agreed upon time frames.

Complete Description:

This position is part of the DIT Voice Operations team with the primary responsibility for “service support” of the state’s Enterprise IP Telephony and Contact Center Services.  This position administers the technologies for all DIT managed EIPT solutions.  

This position is required to communicate on a regularly scheduled basis with agency contacts to ensure the system is meeting agreed upon service level parameters. This position accepts and resolves service request, incidents, and problems from the DIT Service Desk in the agreed upon time frames. There are instances in which the Specialist provides consultation for the development of inbound and outbound contact center services and campaigns. The position also works with other DIT planning and network engineering groups as well as vendors to plan appropriate capacity and ensure successful moves/adds/changes. This person conducts maintenance, troubleshooting, and repairs and ensures proper operation of all system components used in the service.

This responsibility includes but is not limited to the successful execution of daily operating functions associated with availability management, new technology release management, capacity management, configuration management, incident management, problem management, and Service Level management for the following technologies:
• IP Telephony Call Processing;
• Skills based routing (ACD functionality);
• Computer Telephony Integration (CTI);
• Contact Center Management Reporting (CMS);
• Predictive Dialing;
• Voice Mail/Unified Messaging; and,
• End User Access Devices
• Access to the Public Switched Telephone Network

Skills Needed:

- Experience administering and troubleshooting Avaya Communications Manager, Interaction Center, CMS, and Predictive Dialer.
- A working knowledge of Layer II and III data networks is desired so that the incumbent can effectively work with Network Services to resolve network issues associated with service operation
- Demonstrated ability to conduct maintenance, troubleshooting, and repairs and ensure proper operation of the Avaya Communications Manager
- Demonstrated ability to plan, organize, and execute with strong problem-solving skills
- The ability to present ideas, concepts, and technical specifications to appropriate audiences, both verbally and in writing.
- Ability to work independently, as well as collaboratively in a team environment
- Avaya Vendor training or CCNA Collaboration preferred

Skills:

Skills

Required / Desired

Amount of Experience

Last Used

Years Used

Experience administering and troubleshooting Avaya Communications Manager, Interaction Center, CMS, and Predictive Dialer.

Required

2

Years

 

Demonstrated ability to conduct maintenance, troubleshooting, and repairs and ensure proper operation of the Avaya Communications Manager

Required

2

Years

 

Demonstrated ability to plan, organize, and execute with strong problem-solving skills

Required

2

Years

 

The ability to present ideas, concepts, and technical specifications to appropriate audiences, both verbally and in writing.

Required

2

Years

 

Avaya Vendor training or CCNA Collaboration preferred

Required