ACD I3 System Engineer

4 weeks ago


Arlington, Virginia, United States Systems Integration Inc Full time
Job Title: ACD I3 System Engineer

Systems Integration Inc is seeking a highly skilled ACD I3 System Engineer to join our team.

Job Summary

The ACD I3 System Engineer will be responsible for the design, operation, administration, maintenance, and provisioning of the I3 ACD system. This includes maintaining servers with the latest software release and ensuring security compliance with all Army information assurance requirements.

Key Responsibilities
  • Install desktop and telephone hardware/software related to the I3 ACD system for end users.
  • Provide customized call trees, interactive voice recordings, and routing configurations based on customer requirements.
  • Provide end user training and technical support to system customers.
  • Provide upgrade projects to the I3 ACD and supporting systems for the improvement of service quality and capacity.
  • Troubleshoot IT and determine the root cause of outages and system supporting the I3 ACD system.
  • Provide consulting and analyzing system improvements and enhancements to meet customer requirements.
  • Provide reports on the systems health, performance, and capacity as required.
  • Provide documentation of all system components, wiring, cross connects, and demarcation points.
  • Manage Remedy tickets/queues for proper work flow and resolution of faults.
  • Attend meetings, workgroups, forums, and Tiger teams as needed.
Qualifications
  • Certified on the Interactive Intelligence, ICCE, I3 platform.
  • Security+ Certified.
  • Top Secret Clearance Required.
  • High School Diploma or GED.
  • 2 years of college, technical or vocational school in telecommunications or related field (and combination of education, training, or experience).

For more information, please visit our website.



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