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Contact Center Lead (W2 Opportunity)

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Axiom Global Technologies

2024-10-01 07:48:26

Job location Bloomington, Illinois, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Key Responsibilities:

  • Act as a Subject Matter Expert (SME) to support the team in resolving technical issues.
  • Regularly interact with clients, providing summaries and reports on issues and achievements.
  • Ensure there are no unexpected escalations from the client and keep local management informed of any potential risks.
  • Assist in Tier 2/3 support for operational activities and manage escalations.
  • Lead and oversee IVR/Voice projects through design, build, testing, and deployment phases.
  • Manage day-to-day operations for Amazon Connect, AWS Connect Developer, RingCentral Unified Communication, AudioCodes SBC, and NICE/Verint Call Recording issues.
  • Understand and manage voice network deployment models and devices.
  • Oversee voice/network inventory management, ensuring all deployed devices are added to the appropriate network management systems.
  • Collaborate with third-party providers and internal teams to resolve telecommunication issues and ensure project goals are met.
  • Develop and maintain project documentation, including timelines, milestones, and progress reports.

Basic Qualifications:

  • Minimum of 7 years of experience in managing contact center solutions.
  • Experience working with cross-functional and geographically diverse teams.
  • Willingness to work in shifts.
  • High School Diploma or GED required.

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