Digital Contact Center Administrator
Location
Andover, MA | United States
Job description
#ChangeMakers
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful “can-do” attitude.
#WeChangeDentistry every day. Be part of it.
Position Summary:
The Digital Contact Center Administrator is responsible for administering and supporting the technical infrastructure including computers, servers, LAN/WAN network and Cisco VoIP phone systems at multiple locations in North America (NAM).
Job Responsibilities:
This position is responsible for, but not limited to, the following:
- Administration of Enterprise Contact Center solutions (Genesys, Cisco UCCX, Twilio). Create call flows, route points, add new users, check system logs, and deploy call queues and multiple omni channel campaigns in an enterprise environment.
- End-to-end administration of Cisco UC VoIP environment including Call Manager (CUCM version 12 or newer), Unity Connection, Attendant console (CUAC), CUBE voice gateways and Cisco analog voice gateways.
- Administration of call recording solutions (Genesys, Nice CXOne, Talkdesk, Five9).
- Collaborate with network engineers and subject matter experts, installing and troubleshooting Contact Center, CRM and Cisco LAN/WAN network components (switches, routers, Wi-Fi access points).
- Work with 3rd party and custom integrations between telecom applications and other platforms.
- Administrator Microsoft Windows 2016-2022 servers. Upgrade software, Install and troubleshoot applications.
- Provide on-call support to users by handling Service Requests and Incidents for users throughout North America.
- Collaborates with Straumann European Data & Tech Departments regarding new IT solutions and rollouts.
- Gathers user requirements and improves existing IT solutions or evaluates new software solutions.
- Works in a fast-paced environment, and adjusts focus and workflow based on changing deadlines and needs.
- Work collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance.
- Maintain documentation for the configuration of all telecommunications systems.
- Provides general technical support for various local and corporate driven Data & Tech projects.
- Takes on local project-lead for various IT projects.
- Help Data & Tech team members with installing computer hardware and applications in both office and manufacturing environments.
- Provide help desk support to other team members when workloads shift due to user demand.
- Other duties as assigned.
Physical Attributes:
- May sit for extended periods of time.
- Occasionally lift up to 30 lbs.
- Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence.
- Spend significant time reading both on paper and on a computer.
Minimum Qualifications:
- Bachelor’s Degree in Computer Science or similar Information Technology disciplines
- 5+ years of hands-on IT experience including client/server, network, and application support.
- 5+ years of administering an enterprise contact center solution.
Preferred Qualifications:
- ICCE (interaction center certified Engineer) or any equivalent contact center cloud certification
- Ability to quickly absorb and learn new technologies and anticipate future applicability to business operations.
- Strong project management skills.
- Demonstrated ability to prioritize conflicting demands.
- Customer service mindset, with the ability to work collaboratively with cross-functional teams.
- Exceptional communication, computer, and problem-solving skills with the ability to communicate technical information to non-technical stakeholders effectively.
- Resourceful, analytical, adaptable, and organized with the ability to build rapport with customers.
- Experience with multi-tenant cloud environments.
- Experience with configuration and administration of Microsoft Teams as a VoIP solution.
Additional Information:
Whether you’re looking to build your career, improve your health, or brighten your SMILE, we offer generous benefits to help you achieve your goals.
- Very Competitive total compensation plans (some positions include discretionary bonus, or Performance Share Units).
- A 401(K) plan to help you plan for your future with an employer match
- Great health, dental and vision insurance packages to fit your needs to ensure you’re happy and healthy. Straumann contributes a healthy portion towards employees’ premium.
- Generous PTO allowance - plenty of time to recharge those batteries!
Please understand that we do not need external support by recruiting agencies and consultants to fill this vacancy. Thank you for respecting this.
Videos To Watch
https://youtu.be/3lq5BLAvIdQ
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: United States : Andover (MA)
Travel Percentage: 0 - 10%
Requisition ID: 12820
Job tags
Salary