Job Overview
- Provide technical and operational support to support various cloud based telephony systems to include Teams Phones Admin, SaaS based contact center, and other contact center technologies
- Ensure quality testing is performed, and user review and acceptance of the product has been established prior to production implementation
- Provide support of the scripting and contact routing systems including all global and department level requests for voice and digital contacts that route through our contact center groups
- Develop reporting for the contact center as required by Teleflora management. Stays abreast of changes to data that may impact contact center reporting and provides proactive guidance to reporting analysts of these potential impacts
- Maintain adequate security measures for online and premise based systems supported by our team
- Provide contact / communications with vendors and outside service providers as directed
- Provide 7x24 on-call support and willing to work in mission critical situations
- Coordinate project activities with an emphasis on quality and meeting timelines, ensuring successful implementations, which are focused on positive impact and response from both an internal and external perspective
- Use approved methodologies, techniques, and standard best practices in order to effectively manage software for integration of code and customization to minimize the resources required for migration to vendor released upgrades and patches
- Provide user assistance for corporate wireless telecommunications devices including ordering, troubleshooting, cost tracking and analysis
- Maintain toll-free database files and makes changes as needed and dictated by the business
- Maintain awareness of project status, identifying conflicts and proactively communicating them to the appropriate individuals / department(s)
- Confers with technical resources in the event errors require a change of instructions or sequence of operations
- Execute powershell commands to implement changes to Microsoft Cloud services for add/moves/changes to users, reporting, policies, etc
- Perform activities in compliance with IT standards and procedures, audit requirements, reliability, quality and security.
- Track telecommunications costs to budget and performs analysis of cost to budget variance.
- Prepare reporting as required
- Perform other tasks as required
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