Telecommunication Systems Specialist
Seattle, WA

Job Description

Overview

Telecommunication Systems Specialist

Job Description

The Telecommunications Systems Specialist is responsible for assisting with the support and day to day operation of the corporate telephony platforms. With the guidance and direction of the Sr. Telecommunications Analyst, this position is responsible for maintaining our Five9 and RingCentral PBX telephony platforms. This includes, but is not limited to; inbound/outbound campaigns, IVRs, interaction queues, skills, dialing lists, reports, dashboards, and the contact database. If the company purchases additional telephony products, or transitions to different platforms, this position will participate in appropriate training and acquire the knowledge necessary to provide programming and support. Success is measured by adherence to and full adoption of APFM values in all areas of the job. The APFM Values are:

* Focus on excellence
* Act with integrity and assume positive intent
* Drive outcomes every day with passion and a sense of mission
* Make the lives of our families and customers better, easier, and more successful

Responsibilities

Key Responsibilities

* Successfully facilitate changes, maintain, test and troubleshoot the Five9 telephony platform.
* Successfully facilitate changes, maintain, test and troubleshoot the RingCentral PBX platform.
* Telecommunications personnel assist with integration efforts between telephony platforms and other business systems.
* Should APFM decide to pursue other telephony platforms, or products; assist with requirements definition and products(s) assessment
* Maintain and support the IVR platform scripts, menus and announcements. Ensure periodic testing is accomplished and regular reporting is reviewed for insights into usage and possible problems.
* Maintains familiarity with Reporting from telephony platforms. Ability to create/generate reports as needed for troubleshooting or to assist the general user community.
* Work effectively with various group members to complete work efficiently, accurately, and on time.
* Cultivate productive relationships with vendors and all teams in an effort to provide optimal customer support.
* Partnering with Techsupport by providing Telephony related customer support and assisting with Telephony portion of onboarding new employees.
* Clearly communicate any system issues, outages, or abnormalities to management and other group members.
* Proactively stay abreast of new information and technologies and attain related training as needed.
* Will be required to work non-business hours as needed to accomplish certain system tasks such as updates, new releases and modifications that cannot be carried out during operational hours.
* Other duties as assigned.

Qualifications

Required Skills and Competencies

* 2 - 3 years' experience working with Five 9 or other Telephony platforms
* 2 - 5 years' experience with contact center telephony systems and technology
* Demonstrates understanding of Telephony concepts and practices
* Experience with multi-channel interaction routing; inbound, outbound, chat, email, etc.
* Basic knowledge of PCs and software such as MS-Office applications and Google Sheets is required. This position will be expected to use different software tools or ticketing systems such as; Confluence, Jira, QlikView, and ZenDesk
* Strong organizational skills, ability to prioritize workload, and perform multiple tasks with excellent attention to detail.
* Excellent communication and documentation skills and the ability to interpret technical information pertaining to telephony products.
* Ability to clearly document and communicate issues, suggested courses of action and present/explain analysis of issues or opportunities.
* Demonstrates professional behavior, works independently, is dependable, and adheres to company policies & procedures with minimal supervision.
* Works well with others to achieve common organization objectives and goals
* Must be able to work under the stress of multiple priorities and meet deadlines
* Ability to deliver results in a fast paced and dynamic environment

Education Requirements

Bachelor's degree preferred

Compensation

This position is hourly, non-exempt