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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

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Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see MatrixRes.com/Benefits for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.