Telecommunications Administrator

Company: Overstock.com
Location: Midvale , Utah, United States
Type: Full-time
Posted: 08.JAN.2019

Summary

Who We Are: We are located just minutes away from Salt Lake City, Utah and several world-class ski resorts, and within hours of five nation...

Description

Who We Are:

We are located just minutes away from Salt Lake City, Utah and several world-class ski resorts, and within hours of five national parks. Overstock is an original resident of "Silicon Slopes", one of the fastest growing technology hubs in the country. We're a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology like our award-winning retail app (with amazing AR functionality) and leading blockchain and machine learning technologies. Our team embodies unique values and diverse perspectives, making Overstock a hidden treasure in the tech industry.

Our Mission:

Overstock's mission is to use, build, and find cutting-edge technology that helps connect people with products and services in new and unexpected ways. Our website offers millions of brand name products at discount prices to inspire people to make their dream homes a reality.

Job Responsibilities

* Manages contact center voice systems.

* Performs on-going analysis of current IVR, ACD, and other contact center Telephony applications.

* Ensures contact center telephony software is maintained and in working order.

* Coordinates with different offices, groups, and departments in order to understand and meet their requirements.

* Evaluates Telecommunications hardware and software requirements and capabilities and makes recommendations.

* Monitors systems in order to optimize performance and to initiate recovery action after system failures.

* Assists in establishing budgetary requirements for contact center telephony systems.

* Establishes and controls systems access and security.

* Monitors and maintains Telephony system stability, collects and analyses logs, and collects, installs, and tests software upgrades.

* Ensures all related integrations, including those to internal web services or CRM platforms, remain in working order.

* Prepares and maintains documentation of contact center telephony configurations and call flows.

* Works with training teams to ensure training materials relative to the voice systems are developed and maintained.

* Develops, maintains, and tests disaster recovery plans for contact center voice systems.

* Maintains, designs, builds, and implements call work flow.

* Point of contact and responsible for all service tickets .

* Liaison with voice vendor for escalated support tickets and requests.

* Follow IT change control best practices for predictable results.

* Participate in 24x7 on-call rotation.

* Follow legal policies as directed.

* Perform other duties as required and assigned by manager and upper management.

Job Requirements

* Familiarity with advanced networking technologies and integrated protocols.

* 4+ years administrative experience with Microsoft Operating systems and applications.

* Must be able to demonstrate the basic principles of project management.

* Ability to automate daily administration and user tasks

* Ideal candidate is a strong team player, quality conscientious, has excellent analytical, written, and verbal communication skills, and is highly self-motivated

* A minimum of 2 years (in excess of requirements stated above) of progressively responsible experience in supporting enterprise contact center telephony systems.

Skills

* Strong team and people skills required.

* Ability to work both in a group and individually.

* Experience with Cisco Unified Contact Center Express.

* Experience with NICE inContact cloud-based platforms, including managed application integrations with Salesforce Service Cloud.

* Hands-on experience with SIP and debugging SIP messaging.

* Strong understanding of Voice/VoIP technologies including SCCP, SIP, and other related technologies.

* Understanding of ACD routing, IVR, dialers, and self-service.

* Experience with implementing cloud-based call center technologies a plus.

Education

* College degree in Computer Information Systems, Computer Science, Telecommunications, or equivalent professional experience.

Certifications

* Certifications preferred: CompTIA Network+ and/or Cisco Collaboration/voice.

Physical Requirements

* This position requires the incumbent to sit, stand and perform general office functions. The incumbent may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity

It is our policy to provide equal employment opportunity for all applicants and associates. This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

What We Offer:

* LEED Gold Certified 19-acre Campus & Global HQ

* Onsite Daycare Center

* 401k (6% match)

* Onsite Health Clinic

* Flexible Schedules

* Tuition Reimbursement, Leadership development Program, & Mentorship Program

* Onsite Fitness Center with group fitness classes and trainers

* Onsite Cafe with additional Coffee Shop and Juice Bar

* Indoor Bike Storage

* Summer Party at Lagoon, Utah's largest theme park

* Employee Fall Concert (Past performers include: Flo Rida, Snoop Dogg and Jason Mraz)

* Medical, Dental, Vision coverage

* Onsite Greenhouse, providing fresh fruits & vegetables for our cafe

* Life Insurance, Short and Long-Term Disability coverage

* Onsite salon services, massages, & auto-detail services

* Discounts on ski passes, cell phone plans

* Overstock Women's Network (OWN)

* Benefits vary based on location, position, tenure, and employee election

What We Value:

* Wellness & Balance

* Sustainability

* Corporate Social Responsibility

* Innovation - Discussed on Medium, Digital Trends, and Digital Commerce 360.

Physical Requirements:

This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity:

It is our policy to provide equal employment opportunity for all applicants and associates. This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

Back to Overstock Careers SDL2017

 
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