Description
Global Payments provides comprehensive business-to-business payment card and
processing services, such as money transfer, cash management, financial
electronic data interchange, management information and reporting services.
While the range and depth of our products and services sets us apart from
others in the industry, it is our customer service that truly distinguishes
Global Payments. With a relentless commitment to “delight our customers”
included in our corporate values, we seek to ensure all our payment and
processing services meet the needs of businesses today and set industry
standards for the future.
| Company: |
Global Payments |
| Location: |
US-MD-Owings Mills |
| Base Pay: |
$53,000.00 - $85,000.00 /Year |
| Employee Type: |
Full-Time Employee |
| Industry: |
Banking - Financial Services |
| Manages Others: |
No |
| Job Type: |
Telecommunications |
| Req'd Education: |
Not Specified |
| Req'd Experience: |
Not Specified |
| Req'd Travel: |
Not Specified |
Purpose
The Telecom-Voice Communications Analyst is responsible for maintaining and
supporting the voice network infrastructure that enables the company to
process customer calls efficiently and effectively. The Telecom-Voice Network
Analyst will provide 24x7 support for the Owings Mills Call Center and serve
as back-up 24x7 support for Toronto.
Job Duties
- Provide technical voice telecommunication support for all areas of Global
Payments Inc call center services, including 24 x 7 operations.
- Perform system management and preventative maintenance for Ayaya Systems
S8720, Definity Voicemail, CMS management and reporting & Advocate.
- Proficient in system and trunking, collaborate with LEC/IXC on circuit
installation.
- Skilled in building Vectors for implementing new call flows to support the
call center traffic.
- Other responsibilities include: IVR/PBX port management, call traffic
analysis, Toll free management and call routing between centers.
- BCP planning and implementation for all voice services.
- Manage daily add, move and changes for the Owings Mills Call Center.
- Work with call center management in the implementation of new product and
system processes.
- Assess and resolve isolated voice or network issues.
- Assess and work with vendors to resolve voice issues across the voice
network.
- Assess company voice network and make recommendation for improvement to
management.
- Work with pears to resolve complex system issues affecting voice systems
- Work with Project managers to design and implement new voice system
solutions
- Document system modifications and user information
- Serve as backup technician for other locations
- Other duties as assigned
Job Requirements:
• Certified Avaya system administrator with five years experience, at
least two on the S8700 system. NON-NEGOTIABLE
• Experience in large call center processing, with IVR/CTI/Switch communication
• Nortel Option 61c experience a plus
• Toll free call routing experience required
• College degree preferred
• Excellent written and oral communication skills
• Prior voice team lead experience required
• Ability to follow all company policies and procedures as well as internal
departmental procedures to ensure consistency in systems
• Ability to work in team driven environment to assist in organization-wide
issues
• Continuously educate to stay informed of recent advances and problems
• Ability to investigate and assess issues to make certain the correct solution
is implemented
• Ability to adapt well to changes and the ability to respond quickly and
effectively to service disruption issues
• Willingness to take ownership for own work to continuously improve performance
• Some travel required.
Category: Communication Engineering Country: United States
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