Summary:

The Manager, Infrastructure Administrator role reports directly to the Vice President, Infrastructure and this person is responsible for the planning, supervision and implementation of the GLS telephony environments.  They will insure that the GLS telephony systems are monitored at all points and that they are running at optimal performance.

 Primary Duties:

• Configure, implement, support and maintain all GLS telephony systems.
• Serve as next level technical support for the GLS Service Desk on telephony related issues.
• Code and execute changes related to IVR call-flows and services.
• Perform monthly capacity planning exercises to insure systems are prepared for hiring plans and expected call volumes.
• Collaborate with all telephony related vendors on maintenance and initiatives.
• Create and maintain documentation of existing call-flows, services and physical architecture related to the systems.
• Collaborate with GLS associates during requirements gathering sessions for changes to existing or future telephony systems.
• Work with data and voice providers to monitor quality of service and to respond to outage events.
• Assist other administrators and service desk personnel in troubleshooting client issues.
• Organize, plan, work on multiple projects, prioritize, and meet deadlines.
• Serve as a contributing member of project teams(s), or leader of project team(s), coordinating resources to ensure achievement of project activities as assigned.
• Cross-training with other administrators to cover their responsibilities, as needed.
• Perform other duties as assigned by management.

Education:

A minimum of a Bachelor's degree is required.

Skills:

• 3+ years of IT experience with Windows client operating systems.
• 1+ years of experience with SIP based telephony systems.
• Experience with Aspect or Mitel a plus.
• Experience with IVRs, predictive dialers, ACD queues, SIP provisioning and proxy services.
• Exceptional analytical, and problem-solving skills.
• Self-driven and the ability to work well independently, but also in a team environment.
• Excellent customer service skills with technical and non-technical customers.
• Strong verbal and written communication skills.
• Ability to handle sensitive and confidential materials in a professional manner.

Physical Requirements:

• This position requires being able to sit for long periods.
• This position requires periodic travel to remote GLS locations for training and support.

Schedule:

This position is full-time, requiring schedule flexibility to include evenings and weekends as scheduled.