The BCRC Telecom is responsible for an AI enabled Intelligent Virtual Assistant (IVA), IP based PBX and IP based IVR, IP based Call Recording system, Workforce Management, QA system, and Desktop Process Analytics. In addition we are responsible for reporting for all the above systems. We have two data centers and 3 call center locations
A successful candidate will be the first line of support for call quality issues and CSR connectivity issues He will understand and monitor the network connections between all systems determining where the issue is. This will involve reading traces and using Network monitoring software.
This job offers the opportunity to learn AI, and an understanding of a distributed communication systems under the guidance of two senior engineers.
Troubleshoot voice issues in the Call Center. Examples are poor voice quality, static, disconnects, beeps, no audio etc. Determine if the issue is systemic or related to a specific user/users or time of day. Determine if the issue is being caused by the internet connection at the users home or users carrier.
Use Network monitoring tools to determine system health
Troubleshoot BIL connectivity issues - determine the user is configuring/using the application correctly
Provide end user training in setting up SIP phones, connecting via BIL, Verint introductory setup, CMS reporting,
Escalate issues as necessary - issues affecting sites or more than 10 users need to be quickly escalated to senior Telecom analysts
Perform daily system checks
Open tickets with vendors as necessary
Work with Vendors to provide remote access via shared desktop (Zoom, Webex, etc.)
Audit telecom systems such as PBX for unused extensions, ACD logins, mailboxes, etc.
Take lead in technologies to connect the home user to Telecom system - SIP phones/Zoom phones
Maintain documentation and how to guides
Create end user guides if none exist
After hours work
Support twice annual DR test
Support cutovers after hours
Support systems patching and testing after hours as necessary
Strong written and verbal communication skills
Ability to work independently
Ability to clearly define issues, number of users affected, and possible causes.
Ability to communicate technical information to non technical persons
Ability to communicate well with other teams - Citrix, Network, Call Center, and outside vendors - Verizon, Virtual Hold, Verint, and M&C.
Ability to maintain documentation of systems servers, IPs, Rack locations, OS, software releases, etc
Willingness to learn the following systems:
Avaya Communication Manager - ASA
CMS reporting system
Avaya Contact Analyzer
Verint suite of applications
Other telecom systems such as VH, BIL and IVR
Knowledge of Telecom failover procedures
Ability to review log files from SBCs
Ability to run traces on SBCs
Knowledge of Windows Server OS
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 2+ years of experience
COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.