Facilitate Real-time communications for the Department, including Voice, Call Centers, Faxing, Workforce Management, Quality Management, 24-7 Integrated Voice Response Hotlines, and other Call Center scripts.
Evaluate and manage the deployment of new releases of products including but not limited to Verint Workforce Optimization, Cisco Unified Call Manager, Cisco Unified Contact Center Express, E911 and Emergency Notification Systems, and Biscom Enterprise Fax solutions.
Manage and support deployment of new VOIP end-points including phones, VPN phones, and conference phones.
Plan, organize, coordinate, assign, schedule, and monitor work with staff to work with business units to design, develop, test, and deploy custom Auto Call Distributor, Computer Telephony Integration and Intelligent Voice Response scripts to support the Agency’s goals.
Plan, organize, coordinate, assign, schedule, and monitor installations, upgrades, and maintenance of servers and clients.
Collect and analyze data, troubleshoot, and help with decisions.
Utilize and adhere to Agile/Kanban methodology and other departmental work management practices and principles and successfully manage assigned projects.
Contribute to the use and success of structured project management tools and methods including analysis and design, milestone monitoring, and identification of critical path milestones.
Work assigned tickets for all supported infrastructure systems and devices.
Seniority level
Entry level
Employment type
Contract
Job function
Engineering and Information Technology
Industries
Information Technology & Services
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