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Contact Center Team Lead

  • Location: Grapevine, 76051
  • Salary: $120000 - $146000 / year
  • Job Type:Permanent

Posted about 1 month ago

This fast growing industry leader has an immediate full-time opportunity in Grapevine, TX for a Contact Center Team Lead.  This position requires working in the office 3 days per week so must live within a 1.5 hour commute of Grapevine.  Requires 6 + years of experience in network/telecom/contact center administration with hands-on experience with PCCE, UCCE, or UCCX.  Will be responsible for managing and maintaining Contact Center infrastructure of the corporation and a team of 4 Contact Center Engineers. Will assist with Contact Center & Call Manager corporate deployments and related hardware and software; document the network and telecommunications infrastructure, and work to maximize up time and efficiency.

This position requires:

  • Bachelor’s Degree

  • 6+ years of network/telecom/contact center administration (1st choice - PCCE (Packaged), 2nd choice - UCCE (Enterprise), 3rd choice - UCCX (Express)

  • CCNA/CCNP Collaboration/Voice

Knowledge of:

  • Layer 2/3 Protocols

  • LAN/WAN – TCP/IP, MPLS, BGP, VPN

  • Cisco Call Manager, Cisco Unity, Cisco Contact Center (PCCE), Contact Center Enterprise (CCE)

  • Cisco Unified Call Studio

  • Cisco Unified Intelligence Center (CUIC) Cisco Unified SIP Proxy (CUSP)

  • Splunk

  • Cisco CUBE, Call Manager Express, Unity Express

  • VOIP, SIP, PRI, MGCP, H.323

  • Microsoft SQL

  • PHP, HTML, CSS

  • Network Performance Tuning – SNMP, NetFlow, IP SLA

  • Network Administration and Implementation

  • Cisco IOS

  • Call flow analysis

  • Emerging technology trends

Skills/Abilities:

  • Evaluate critical systems, prioritize workflow and determine solutions

  • Excellent written and verbal communication skills

  • Interpret and apply laws, regulations and policies

  • Provide technical assistance for computer problems

  • Read and understand technical manuals

  • Work for extended time at keyboard/terminal

  • Maintain effective working relationships with supervisor and coworkers

  • Work flexible hours, including weekends and evenings. 
  • Ability to travel up to 25% when needed.

RESPONSIBILITIES

Telecom/Networking:

  • Designs network and telecommunications specifications by conferring with users; analyzing workflow, access, information, and security requirements; network administration, including interface configuration and management strategies.

  • Designs network and telecommunication system by evaluating network and telecommunication performance issues including availability, utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network and telecommunications policies and procedures; establishing data and voice connectivity.

  • Participates in Design of Contact Center systems and routing.

  • Maintains Licensing, organization, and settings for Contact Center Agents.

  • Maintains network and telecommunications performance by monitoring and analysis, and performance tuning; troubleshooting network and telecommunications problems; escalating problems to vendor.

  • Secures network and telecommunications systems by developing access, monitoring, control, and evaluation; maintaining documentation.

  • Prepares users by designing and conducting training programs; providing references and support.

  • Design and implement various Telephony projects leveraging Cisco Call Manager and Cisco Contact Center.

  • Upgrades network and systems by conferring with vendors; developing, testing, evaluating, and installing enhancements.

  • Meets financial requirements by submitting information for budgets; monitoring expenses.

  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

  • Protects organization's value by keeping information confidential.

  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

  • Monitors assigned networks and telecommunication systems to assess the need for upgrades, enhancements updates, and preventative measures to avoid outages.

  • Develops, submits and administers unit and project budgets, including internal and external client needs to affect completion of scheduled projects and goals.

  • Developing test and implementation procedures for new systems and changes.


Documentation:

  • Documents specific duties, activities, problems solved and issues resolved

  • Assists in the documentation of the network, applications and resources on the network in conjunction with the public service staff.

  • Performs training.

Miscellaneous:

  • Attends meetings and serves on committees, as requested

  • Coordinates with upper management to setup new offices as needed.

  • Regular attendance as required

  • Performs additional duties and assignments as requested

  • Some Travel Required