Telecommunication Specialist

Duration:12+ months (Strong possibility for an extension)

• The Franklin Department of Job and Family Services (FCDJFS) is a county, state and federally supported agency responsible for basic financial, medical and social services programs.
• These programs are made available to ensure that no one is forced to go without the basic essentials of food, clothing, shelter, medical care and necessary life sustaining services because of a lack of resources. FCDJFS ensures that many eligible children and adults receive assistance each month through in-house or contracted services.
• FCDJFS operates a call center M-F from 7:30 AM – 5:30 PM that handles 500,000+ calls annually. The Telecommunications Specialist will work closely with IT staff, project managers, vendors, and call center operations to provided dedicated support.

• Service Desk, Project Management, Network Operations, Identity Management, Enterprise Document Management, Application Development & Reporting

• Mitel Contact Center 8.1.1, Ignite, Your Site, CCMWeb, ACD, 3300 MXE Controllers, Windows Server 2012, SQLS Server 2008R2/2012, VOIP, Windows 7, Active Directory, Sys Aid Incident Management, PRI Circuits,

• #1 Priority - Ability to work in a team environment and a passion to exceed customer expectations.
• Bachelor’s degree in business administration, computers, or related field highly preferred.
• 6+ months experience supporting an enterprise telecommunications environment.
• 6+ months experience with contact center (preferably Mitel) and collaboration technologies including call routing, IVR, workforce management, video conferencing, Audio / Web conferencing, etc.
• Knowledge of voice technology, IP-based solutions, voice networking, and troubleshooting/problem resolution required.
• Strong IT skills

• Perform Enterprise PBX/Call center administration, daily monitoring, problem identification and troubleshooting.
• Perform MACs (Moves, Adds, and Changes) on the Mitel systems, as well as ACD reporting, voicemail, recorded announcement systems.
• Provide training to team members, customers, and end-users on feature use.
• Install and troubleshoot VOIP phones, and all desktop installed software (Mitel Contact Center, Ignite, Your Site, CCMWeb)
• Provide timely reports to customers and management.
• Analyze telecommunications hardware and software processes for efficiency and needs
• Continued analysis of telecommunications technology for current appropriateness
• Documentation of all new processes and procedures and standardization
• Coordinate upgrade of features
• Responsible for following, supporting, and enforcing all internal control processes and procedures
• Document all service requests utilizing tracking software

All your information will be kept confidential according to EEO guidelines.