Telephony and CTI Administrator - 384794

  • Free
  • Published date: May 20, 2020
    • Ohio, United States

Title: Telephony and CTI Administrator

Type: Direct Hire

Comp: 80K

Must be a US Citizen to be considered due ITAR/DFAR

Summary:

The Telephony and CTI (Computer/Telephony Integration)
Administrator serves as the business and technical owner of the
contact center telephony system. The administrator is responsible
for user administration, monitoring, troubleshooting, and
continuous improvement of the system.

Essential Duties and Responsibilities

User account management
IVR configuration and performance monitoring.
Call flow and work flow design, monitoring and maintenance.
Strategy and planning definition and execution.
Identify and drive process improvements that deliver a balance
of quality and efficiency.
Report creation and delivery.
Integration into external systems (e.g. CRM, order management
system)
Present ideas, concepts and findings to groups of people as
needed.
Business process and policy review to delivery improvement
recommendations.
Serve as a point person in meetings.
Work as a liaison with IT as needed to maintain system health.
Qualifications:

Effective communication skills are required.
Must be a critical thinker. Demonstrates courage and
determination when challenging established ways of doing things,
when a better way is believed to exist. Continuous improvement
will be a large focus for this position.
Must work frequently with external departments and with
employees at every level. Likes to work with others towards
win/win outcomes.
Experience with contact center technology such as telephony,
CTI and CRM is preferred. Should be familiar with cloud-based
SaaS application operation.
Must have a thorough understanding of CX and UX best practices.
Experience in API design and development is preferred.
Background in working remotely with external partners is
needed.
Good follow-through and attention to detail are critical to
success in this position.
Automotive technical knowledge is helpful.
A wide degree of creativity and self-motivation is expected.
Education and/or Experience:

Bachelor’s Degree preferred. In the absence of a degree,
directly-related job experience may offset the degree
requirement.
Familiarity with customer experience concepts such as
first-contact resolution, Net Promotor Score (NPS) and Customer
Effort Score preferred.
Experience using industry-standard reporting and productivity
tools including Microsoft Office and MicroStrategy.
Experience using Customer Relationship Management (CRM) tools
such as Oracle Service Cloud.
Use of contact center telephony platforms (e.g. Genesys, Five9,
Talkdesk)
For more information about this position and more like it, please
contact and send your resume to

Michael Alexander

Information Technology Recruiter

Emerald Resource Group

Phone: 440-922-9000 ( tel:4409229000 ) ext. 117

Email: mike@emeraldresourcegroup.com (
mike@emeraldresourcegroup.com )

Check out our current openings!
( www.emeraldresourcegroup.com/for-career-candidates/career-search/?keywords%5B%5D= )
Reference : Telephony and CTI Administrator - 384794 jobs

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