Contact Center Systems Administrator (ACD/IVR)

Lawelawe Technology Services•Fort Belvoir, VA

About The Position

You’re a mission-minded Contact Center Systems Administrator (ACD/IVR) who thrives in high-visibility environments where uptime, accuracy, and patient experience matter. You combine strong ACD platform expertise with disciplined troubleshooting — able to pinpoint issues across ACD application servers, agent workstations, desktop telephony, and endpoint hardware without guesswork. You’re comfortable owning call flow and IVR design, managing agent/supervisor accounts, and producing performance reporting that leaders actually use. You’ll help deliver measurable performance for Alexander T. Augusta Military Medical Center (ATAMMC) by sustaining and optimizing the Automated Call Distribution (ACD) / Automated Call Management System in a large healthcare environment supporting hundreds of call center agents. You will configure and maintain IVR scripting, call flows, and routing rules to reduce caller wait times, improve agent utilization, and ensure clinics have fully functional call trees that are easy for patients to follow.

Requirements

Experience with T-Metrics ACD systems highly preferred.
Advanced knowledge of Automated Call Distribution (ACD) platforms.
Strong understanding of call flow design and IVR menu configuration.
Experience supporting large healthcare environments with hundreds of call center agents.
Working knowledge of Windows servers, workstations, and Cisco Call Manager.
Demonstrate the ability to methodically troubleshoot ACD-related issues, including application servers and agent workstations.
Effective written and verbal communication skills and ability to work with a blended team of government and contractor staff.
Must be able to configure and maintain the ACD system, including Interactive Voice Response (IVR) scripting and routing to optimize call distribution.
Must be able to create, edit, and inactivate agent and supervisor accounts with the ACD System.
Must be able to support and troubleshoot ACD agent hardware (phones, headsets. etc.) and desktop telephony software.
Must be able to produce custom reports related to telephone and call center performance.
Must be able to develop ACD system documentation for operational sustainment.
Experience with Microsoft Office Suite programs such as Word, Excel, Access, Project Management, Power Point and Visio.
Bachelor’s degree in Information Technology and five (5) to (7) years expertise in ACD Call Center Management.
Must possess required certifications per DoD 8570.1M for privileged level access. CompTIA Security+, and a computer environment certification.
CCNA Voice or Industry - recognized ACD certification.
Must be a US citizen--verification required.
Secret clearance required.

Nice To Haves

Working Knowledge of ITIL’s Incident, Service, and Change Management Methodologies.

Responsibilities

Remediate security vulnerabilities across all servers, desktops, and infrastructure devices to ensure compliance with security and operational requirements.
Automatically generate, publish, and retain historical ACD call metrics and reporting data
Coordinate with the Government Service Integrator and other service providers to resolve incidents, problems, and service requests.
Provide support for Install, Move, Add, and Change (IMAC) requests, including installations in accordance with Government-provided standard operating procedures for analog and VoIP devices used with the ACD system.
Deliver technical support, system analysis (e.g., Root Cause Analysis), data management, and server administration to sustain the Automated Call Management System.
Optimize call routing rules to reduce caller wait times, improve agent utilization, and enhance overall customer experience.
Assist with all reporting functions available within the current ACD system.
Provide user training via Microsoft Teams and in-person (over-the-shoulder) support.
Create, manage, and maintain ACD user accounts, including agent and supervisor roles.
Develop and maintain end-user standard operating procedures (SOPs) to enable users to manage their own call trees.
Install, configure, and maintain ACD servers and associated software.
Ensure the ACD system maintains Authority to Operate (ATO) on the Government network.
Maintain, troubleshoot, repair, and build call trees for approved clinics and departments.
Manage projects for new call trees and ACD technology.
Manage objects, workloads, workflows, demand, and capacity management for all employees.
Must be able to coordinate with vendors for system maintenance, support and submitting requests for necessary hardware or software upgrades and/or changes.
Must be able to ensure compliance with security and privacy policies, including reporting any potential breaches and managing vulnerabilities.
Experience in assembling technical documents and providing detailed analysis of various business system functions.
Must be able to coordinate with the Clinicals to develop fully functional call trees that are easy to follow by our patients.