Automated Call Distribution (ACD) Administrator with Security Clearance
CoSolutions, Inc. | Sterling, VA
CoSolutions is seeking an experienced AVAYA Automated Call Distribution (ACD) Administrator supporting...
CoSolutions is seeking an experienced AVAYA Automated Call Distribution (ACD) Administrator supporting the Navy SPAWAR Enterprise Service Desk, ESD, in New Orleans, LA. ? Job Description and Responsibilities Automated Call Distribution (ACD) is a distributed Call Center that performs intelligent call discrimination. It routes calls to agents based on the type of calls. It contains Voice Service Modules that allow for real-time customized recordings. It provides call statistics such as the number of calls, average wait time and call abandonment rates, call queues, call duration, etc. ? The ACD Administrator will be responsible for the sustainment and administration of the ACD interfaces, reporting, modification, and statistical analysis of the New Orleans?ACD system. The candidate will perform Voice and Communication Administration in support of the ACD system to ensure availability 24 hours per day, 7 days per week to its users. ? Periodically respond to after hour emergencies and/or COOP (Continuity of Operations) activities as required. ? Required Skills/Experience: ??BS Degree in Science, Technology, Engineering, Math or other relevant fields.? Additional experience may be used in lieu of degree. ??US Citizen with an active Secret Clearance ??Experience with Avaya phone systems required. ??3 - 5 years of ACD systems administration and networking. ??Current DoD 8570.1 IAT level II certification. (Sec+ CE, etc.). ??ITIL Foundation Required within 6 months of start. ? Desired Skills/Experience: ??Formal ACD system administration training. ??ACD Systems Administration certification preferred. ??Experience with ACD system/call load balancing, reporting, and programming. ??Experience with VOIP, cloud, and premise ACD systems preferred. ??Experience with Call Management Systems - CMS desirable. ??Experience with load balancing desirable. ?Secret