Job Description

Title:  Telecommunication Systems Analyst (Contact Center Support)

Clearance:  Background Check, Drug Test and Tuberculosis Test Required

Location:  14501 Sweitzer Lane, Laurel MD 20707

Duration: The period of performance of this task order shall be for twenty-four (24) months, and may be extended, upon mutual agreement, with two (2) one-year options.

Education & Experience:

1. Bachelors’ degree in Information Technology or a related field

A.  Five (5) years Avaya telephony support experience that includes:

i.  Two (2) years of experience with Avaya Elite Multichannel (EMC) 6.3/CCE

ii.  Two (2) years of experience with Avaya Communications Manager (CM) 6.2 or newer;

iii.  Two (2) years Verint desktop analytics support experience;

Or

       2.  Associates degree in Information Technology or a related field;

 A. Eight (8) years of Avaya telephony support experience that includes:

i.  Three (3) years of Verint desktop analytics support experience;

ii.  Three (3) years of experience with Avaya Communications Manager (CM) 6.2 or newer;

iii,  Two (2) years of experience with Avaya Elite Multichannel (EMC) 6.3/CCE

Preferred Certifications and Qualifications:

• Valid Driver’s License and Vehicle
• Verint Desktop Analytics
• Avaya Communication Manager 6.2 or newer
• Avaya Elite Multichannel 6.3/CCE

Background:

Our Client’s IT Department provides centralized information technology services to approximately twenty (20) departments consisting of approximately 1,700 end users. The Service Desk currently consists of a call center and field technicians and provides a single point of contact for approximately 1,300 desktops; 800 laptops; 200 iPads; 500 printers; 20 scanners; 10 multifunction units; and 1,000 Avaya telephones.

The Service Desk provides a single point of contact for Client employees to report IT incidents and to request service. Client is migrating from BMC Remedy Service Desk software to a ServiceNow IT Service Management tool for recording and tracking all IT trouble ticket requests, calls, and incidents. Additionally, Client uses Microsoft System Center Configuration Manager (SCCM) is used for desktop and inventory management.

During the 2017 calendar year there were approximately 150 moves (i.e., desktops, printers) 1,947 calls received per month, and 250 password resets performed on average each month. There are approximately 20 staffed Client facilities which include wastewater treatment plants and remote sites.

Job Details:

The Contact Center Support personnel analyze and optimize contact center applications performance; make technical recommendations and drive solutions to technical problems; coordinate and support all voice components including telephony contact center applications, process change requests and implement according to schedule using IT project management methodology and perform other related duties as assigned.

TechOpps Inc. is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. For more information on our Company, please visit our website at www.TechOpps.net.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.