Job/Req #:     200451
Job Title:     Nortel PBX Call Pilot
Apex Office:     DC Metro
Position Location:     Arlington, VA
Job Description:      

Required skills
    Experience with Nortel systems and products in a Call Center Environment
Knowledge of Nortel Contact Center Portfolio, Nortel PBX, CallPilot, Nortel Telephone Manager
Knowledge of Call Center Applications, PBX, Voice Recording and Faxing fundamentals
Experience with Community Workforce Management
Desired skills     Working knowledge of Remedy
COMPTIA Security+ Certification
Working knowledge of MS Windows 2003/ XP
Working knowledge of ITIL Service management
2 years experience as User Support Analyst
Specific Job Description     Serve as Technical interface for Call Center users and vendors to resolve problems related to installation, maintenance and use of all Call Center applications
Monitor and maintain production Call Center applications such as Operational Routing Strategies, Automatic Call Distribution, Computer Telephony Integration, Interactive Voice Response, Workforce Management and Quality Monitoring systems to maintain service levels
Work independently and with vendors to resolve issues related to installation, maintenance and use of all Call Center applications and equipment
Restore routine technical service and equipment problems by identifying faults and symptoms using established processes and procedures. Maintain knowledge database to enhance quality of problem resolution
Ensure accuracy of Telecom vendor invoices, quotes and purchase orders
Move equipment as required
Achieve Service Level Agreements for assigned workload
Achieve Customer Satisfaction on assigned workload
Rotating on-call for off hours support
Standard Job Description     Designs and plans network communications systems. Provides specifications and detailed schematics for network architecture. Provides specific detailed information for hardware and software selection, implementation techniques and tools for the most efficient solution to meet business needs, including present and future capacity requirements. Conducts testing of network design. Maintains technical expertise in all areas of network and computer hardware and software interconnection and interfacing, such as routers, multiplexers, firewalls, hubs, bridges, gateways, etc. Evaluates and reports on new communications technologies to enhance capabilities of the network.
Security Clearance     Top Secret
Typical Minimums     Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 9 years of professional experience; or 7 years of professional experience with a related Masters degree. Considered an emerging authority.