ACD/Telephony Administrator

Empower AI Inc. • , DC

1d • Onsite

About The Position

Empower AI is seeking an ACD/Telephony Administrator for an exciting opportunity at the Department of State. This role is crucial for ensuring the effective direction and management of telephone communication operations within the Customer Service Center. The administrator will be responsible for supporting the customer's mission of providing IT services to DoS users enterprise-wide. The position involves administering and maintaining an ACD telemetry system for call management and service request resolution, which includes features like call menus, real-time logging, monitoring, accounting, and reporting. The role will also involve transitioning to and maintaining a new cloud-based GFP ACD (NiCE CXone) once the enterprise implementation is complete. Additionally, the administrator will be responsible for managing and updating all related guides, KM articles, and SOPs.

Requirements

• 5+ years of experience
• Bachelor's in IT or related field
• Secret Security Clearance

Nice To Haves

• NiCE CXone certification
• ITIL 4 Foundation Certification(s)

Responsibilities

• Provide, implement, administer, and maintain an ACD telemetry system to support call management for service request resolution.
• Administer and maintain the new cloud-based GFP ACD (NiCE CXone) after enterprise implementation.
• Manage and update all guides, KM articles, and SOPs related to the customer’s ACD / Telephony processes and systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level