Job Responsibilities

Assist with the design, operation, administration, maintenance, and provisioning of the I3 ACD system, owned and operated by the Integrated Infrastructure and Telecommunications Services Agency. The system consists of redundant CIC servers, media servers, MP 124s, Polycom/Nortel telephones, median 1000 gateways, Aspect server, DHCP server, screen server, audio server, and database and mail servers. Maintain servers with the latest software release, and security compliance with all Army information assurance requirements.

Tasks include but are not limited to:

• Install desktop and telephone hardware/software related to the I3 ACD system for end user
• Provide customized call trees, interactive voice recordings, and routing configurations based on customer requirements
• Provide end user training and technical support to system customers
• Provide upgrade projects to the I3 ACD and supporting systems for the improvement of service quality and capacity
• Troubleshoot IT and determination of root cause of outages and system supporting the I3 ACD system
• Provide consulting and analyzing system improvements and enhancements to meet customer requirements
• Provide reports on the systems health, performance and capacity as required
• Provide documentation of all system components, wiring, cross connects, and demarcation points
• Manage Remedy tickets/queues for proper work flow and resolution of faults
• Attend meetings, workgroups, forums, and Tiger teams as needed
• Maintain professional attitude in face of high pressure working environment

Qualifications

Certified on the Interactive Intelligence, ICCE, I3 platform

Security+ Certified

Top Secret Clearance Required

High School Diploma or GED

2 years of college, technical or vocational school in telecommunications or related field (and combination of education, training, or experience).