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TELECOMMUNICATIONS ENGINEER -IVR/ACD - 7278

Company: Montefiore Information Technology
Location: Yonkers
Posted on: August 1, 2020

Job Description:

Montefiore IT is growing. We are seeking a Telecom Engineer to join the team focused on a set of large scale initiatives to implement cutting edge IVR and other tools to make our customer experience as polished as possible. You will be involved in-depth in these highly visible, critical initiatives. The Telecommunications Engineer is responsible for planning, acquisition, implementation, support, and troubleshooting of communications systems. Modify, repair, and conduct preventative maintenance on telecommunication equipment and related systems. Troubleshoot problems with the system to identify and resolve issues. RESPONSIBILITIES Install, move, and modify telecommunication hardware and related equipment Responsible for new system implementations and upgrades. Maintain and configure functioning applications for the end-user telecom system. Assist in the development of new internal programs or modifications of current systems. Serve as the technical resource for the support of Call Center technology, including daily monitoring for potential system errors and failures, troubleshooting, and issue resolution. Provide timely, effective, and professional customer support on a 24x7 rotating basis. Triage client issues, providing resolution or further escalating the matter to be resolved. Work with vendors and carriers to troubleshoot and resolve product or carrier-side issues. Design, program, and maintain ACD routing. Determine optimal system configurations based on traffic study analysis. Create and maintain system documentation for enhancements and internal processes. Create new documentation where the vendor documentation is insufficient. Document procedures for planned and unplanned downtime. Assist with project based initiatives. Provide technical expertise and site knowledge for the planning of upgrades and migrations. Contribute to planning and design of projects, including cost analysis and vendor comparisons. Coordinate with the vendor on the implementation. Test new systems, version upgrades, interfaces, and any system modification. REQUIRED SKILLS Good understanding of telecom software and hardware Carrier and vendor management experience specifically with SIP Network interface experience and skill in troubleshooting Experience with Audiocodes DESIRED SKILLS Experience with Solarwinds Experience with Cisco ACD, UCCEPCCE Experience with Verint EDUCATION Bachelors Degree OR Relevant Work Experience in IT Department Montefiore Information Technology Bargaining Unit Non Union Campus YONKERS Employment Status Regular Full-Time Address 3 Odell Plaza, Yonkers Shift Day Scheduled Hours 830 AM-5 PM Req ID 112735 Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. LI-KK1-REDIRECT SF-DICE-MIT

Keywords: Montefiore Information Technology, Yonkers , TELECOMMUNICATIONS ENGINEER -IVR/ACD - 7278, Other , Yonkers, New York

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