Education: High School Diploma or GED equivalent required. Bachelor's degree in related field preferred.
Description: Performs journeyman-level telecommunications work with Cisco telephony. Work involves maintaining and supporting telecommunication systems and hardware through the diagnosis and resolution of voice and/or data telecommunications problems. Performs the installation and operation of telecommunications components. Take ownership of project tasks, quantify and complete on time with minimal supervision. Provide support for portions of the IP Telephony / Call Center environment as needed. Works with all end-users in multiple facilities to identify and initiate resolution to all telecom issues. Works under minimal supervision, with varying latitude for the use of initiative and independent judgment.
Experience with deploying, configuring and scripting Cisco UCCE software [ICM, and CVP], related third party software, and integrated peripheral systems.
Call routing and configuration. Perform ICM / IPCC scripting. Perform integration with other enterprise applications. Applies knowledge of call center operational dynamics as it relates to implementation of ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), Network Routing and Enterprise Reporting utilizing Cisco Unified CCE (Contact Center Enterprise) solutions to solve call center related issues. Designing and configuring CVP scripts from IP IVR scripts.
Minimum three years direct telecommunication support experience in a multi-site business environment required. Education and experience may be substituted for one another.
License(s): Current and valid Texas driver's license and a clean driving record required.
Hours: Monday-Friday, 8:00am-5:00pm.
Salary $55,602 annually.
Integral Care strives to maintain a diverse workforce. We encourage all to apply, including those who have knowledge and/or experience working with underserved populations, including Asian and Pacific Islander, Black/African American, Hispanic/Latino, and LGBTQA communities.
For specific positions, additional compensation may be available to those who are bilingual in both English and one of the following languages: Spanish, Chinese, Vietnamese, Korean, or Burmese. (PM16)