Network Administrator

Responsibilities & Context

Deploy, configure, and maintain contact center hardware, including servers, routers, switches, and telephony equipment

Ensure the reliability and performance of contact center systems, including interactive voice response (IVR), automatic call distribution (ACD), and computer telephony integration (CTI) solutions

Install, configure, and manage contact center software applications, including customer relationship management (CRM) systems, workforce management tools, and contact center analytics platforms

Perform software updates, patches, and system upgrades to maintain optimal functionality and security

Monitor and maintain the contact center network infrastructure to ensure uninterrupted communication between agents and customers

Troubleshoot network issues and optimize network performance for voice and data traffic

Implement and enforce security policies and best practices to protect customer data and sensitive information

Ensure compliance with industry regulations and standards, such as PCI DSS or HIPAA, where applicable

Collaborate with technology vendors and service providers to ensure the timely resolution of technical issues and to explore opportunities for system enhancements

Required Skills & Expertise

ACD

IVR

Network Engineering

Server Network Infrastructure

ACD

IVR

Network Engineering

Server Management

Compensation & Other Benefits

Mobile bill, Performance bonus, Profit share, Provident fund, Insurance

Lunch Facilities: Partially Subsidize

Salary Review: Yearly