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Contact Center Technology Manager
2 months ago
The State of Montana is seeking a highly skilled Contact Center Administrator to join our team in the State Information Technology Services Division (SITSD). As a key member of our Enterprise Network and Infrastructure Bureau, you will be responsible for managing all aspects of our contact center technology platform, including IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management.
Key Responsibilities- Ensure the contact center technology platform is operating efficiently to meet business service hours
- Work with multiple state agency business users to resolve technical issues and improve the customer and agent experience
- Collaborate with vendors, state agency customers, and other technicians to optimize contact center performance
- Manage Five 9's and other contact center technology to ensure seamless contact center performance across the Enterprise
- Associates degree in Information Technology or related field and two years' applicable experience; OR
- Bachelors degree in Information Technology, or a related field and four years' applicable experience; OR
- Alternate combinations of education and experience will be considered on a case-by-case basis
- Contact Center Platforms
- Inbound and outbound dialing strategies
- Contact Center & Call routing
- IVR Applications
- Contact center reporting
- VoIP protocols (SIP, H.323, FTP, TCP/IP, Etc.)
- Scripting and Automation
- Project management Principles, Practices and Techniques
- Understand call flows, troubleshoot, and perform detailed analysis
- Understand a contact center environment including call routing
- Design or modify an agency contact center within operational requirements
- Problem-solve a wide variety of hardware and software issues
- Install and repair telephony hardware and associated software
- Develop effective working relationships with vendors, co-workers, managers, employees of state government and citizens of the state
- Rapidly troubleshoot and correct system problems in a timely fashion
- Provide excellent customer service and communication to non-technical individuals
- Understand the interrelationship of data, voice/VoIP network systems and quickly learn the State's environment
- Work efficiently under stressful circumstances as priority incidents occur
- Develop, document, and follow processes and procedures
- Work independently and in a team environment
- Manage competing deadlines with shifting priorities
- Lead a team from the beginning to the successful completion of a project
