Responsibilities
We have an exciting opportunity at the Department of State! The Automated Call Distribution (ACD) / Telephony Administrator works in the Customer Service Center to ensure we effectively direct and manage telephone communication operations and complete required deliverables to support the customer’s mission to provide IT services to DoS users enterprise wide.
Responsibilties:
- This position provides, implements, administers, and maintains an ACD telemetry system to support call management for service request resolution.
- The ACD is scalable, offering a call menu, real-time call logging, call monitoring, accounting, and reporting to ensure efficient call handling.
- The customer is in the process of transitioning to a cloud based GFP ACD (NiCE CXone).
- Once the customer completes has completed the enterprise implementation, the ACD / Telephony Administrator shall transition, provide administration, and maintain the new ACD.
- You will also be responsible for managing and updating all guides, KM articles, and SOPs related to the customer’s ACD / Telephony processes and systems.
Qualifications
EDUCATION AND EXPERIENCE
The following are the education and experience required for this position:
- 5+ years
- Bachelor's in IT or related field
- NiCE CXone certification desired
- Secret Security Clearance
PREFERRED REQUIREMENTS:
- ITIL 4 Foundation Certification(s)
PHYSICAL REQUIREMENTS:
This position requires the ability to perform the below essential functions:
-
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
- Stoop, kneel, crouch, or crawl as required
- Repeatedly lift and carry weight up to 40 pounds
- Travel by land or air transportation up to 10%
