Computer Systems
Manager - Telephone Systems Manager Job Description
Job Summary:
The
Computer Systems Manager - Telephone
Systems Manager, under the direct supervision
of the Director of Network and Security,
will manage the day-to-day
telecommunications activities of an
install base of 10 sites and 8 call
centers utilizing 2300+ phones and 350+
wireless devices.
Job
Description:
The
Computer Systems Manager - Telephone
Systems Manager will perform
all or some of the following Job
description:
Perform planning and maintenance
of VoIP, PBX and video conferencing
systems
Lead the management of the agency's
cellular and mobile needs, including
cell phones, BlackBerry devices, and
smart phones. This includes, but is not
limited to: management and supervision
of employees and consultants
Perform management, maintenance and upgrades of
the agency Avaya phone system, including
user administration, scripting for call
routing and flow management
Conduct
research and make recommendations on VoIP products, service, protocols, and
standards in support of voice
procurement and development efforts
Develop and deploy methodologies
to improve call management, SLA
reporting and analysis, agent tracking
and ticket management
Maintain
telecommunications documentation
Perform vendor
management, including bill processing,
contract negotiations, and relationship
management
Handle telecommunications
related responsibilities in planning for BCP and DR planning
Prepare and
manage the telecommunications budget
Integrate existing video conferencing
system with other non-DHS agency (NYC,
NY State) systems
Perform design, development,
implementation, modification, planning,
estimation, feasibility testing and
evaluation of video systems
Integrate
desktops with emerging web /PC centric
video collaboration capabilities such as
Microsoft's OCS, LiveMeeting, and WebEx.
Minimum Requirements / Knowledge /
Skill For Computer Systems Manager - Telephone Systems Manager Job
5+ years experience in managing 5 or
more employees/consultants
Six years experience with Avaya's
Communication Manager telephone system
and Call Center Elite platform in a call
center environment
Knowledge of Avaya IVR, Vectoring,
Avaya Voicemail, as well as
enterprise-grade telecom technologies
and concepts
Expertise on multiple Mobile Platforms
such as (Windows Mobile, Blackberry OS,
etc)
Wireless engineering experience,
strong understanding of wireless
infrastructure and device architectures
Four years experience with Polycom
video-conferencing solution
Strong technical skills in management
of Customer Premise Equipment, including
experience with T1 / PRI test, turn-up,
and maintenance
Strong proactive analytical and
problem solving skills as well as
planning, organizational, and customer
service skills
Ability to manage
multiple priorities simultaneously
Project management, vendor management,
and strong communication skills
Excellent communication and
presentation skills
Ability to work overtime and off-hours
as required, including the on-call
service rotation.
Minimum Education Requirements /
Certification / Licensure For
Computer Systems Manager - Telephone Systems Manager
Job
B.S. degree in the field of computer
science or information systems or
equivalent experience.
