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Systems Administrator II

Company Name:
Orion Systems Integrators,Inc
:
Job Summary:
The System Administrator is an experienced contact center telephony expert. This individual is team oriented and a strong communicator. They work closely with clients and other technology groups on a daily basis. The individual implements technology solutions related to Telephony, Genesys Call Routing, IVR, Call Detail Reporting and associated contact center technologies.
Key Responsibility Areas:
Responsible for the support and maintenance of the Siemens environment. Must respond to the needs of colleagues and business groups, as it relates to voice communication activities. Maintain necessary telephony documentation. Aids in the support of dependent technologies which include; CDR, Genesys, Symon, and NICE.
Telephony Support
? Telephone jumper cabling and cross connects in support of changes
? Maintenance of telephone and peripherals inventory
? Ensure all service requests are answered in a timely manner
? Maintain telephony documentation
? Act as a point of escalation to both onsite and offshore team appropriately
? Run CDR reports
Development & Support
? Participate in the problem-solving process, and identify the impact of other groups' activities on systems/technology.
? Respond to and resolve escalated issues.
? Act as a subject matter expert for the service and provide guidance to resolve detailed system-related issues.
Coaching
? Act as a technical subject matter expert for the internal team
? Coach team members technically about the system and existing workflow and processes to quickly bring them up to speed.
? Build team skills using formal and/or informal training sessions.
Process Management
? Participate in root cause analysis.
? Take a strong lead in working with internal customers to understand areas of process improvement and develop solutions.
Qualifications (i.e., years of experience, education, specific skills and Work Conditions):
Siemens
Minimum 4+ years experience in a voice communications position supporting Siemens PBX and voicemail systems.
? Siemens PBX systems Mod 30 and HiPath 4000
? Siemens Phonemail and Xpressions
General
? Working knowledge of cabling systems
? Strong analytical and problem solving skills
? Strong interpersonal skills
? Flexibility in managing and prioritizing work assignments
? Effective verbal and written skills
? Team oriented
? Ability to effectively manage conflicts
Optional skills desired;
? Avaya Aura Contact Center
? Cisco VoIP Platform
Certifications Desired:
Siemens PBX and Voicemail
Rate Details

Rate Card Class:
Systems Administrator II - Systems Administrator II
Certifications

Skills

Either skills or additional skills are requiredSkills:Additional Skills:
Category Name Required Importance Level Last Used Experience
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