Lawelawe Technology Services · 10 hours ago
Contact Center Systems Manager (ACD/IVR)
Fort Belvoir, VA
Full-time
Onsite
Mid, Senior Level
5+ years expLawelawe Technology Services is a Native Hawaiian Owned Small Disadvantaged Business that specializes in providing services to federal government clients. The Contact Center Systems Manager will optimize the Automated Call Distribution (ACD) system in a healthcare environment, ensuring efficient call flow, managing user accounts, and producing performance reports.
Computer Software
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
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
Experience with Microsoft Office Suite programs such as Word, Excel, Access, Project Management, Power Point and Visio
Must be able to coordinate with the Clinicals to develop fully functional call trees that are easy to follow by our patients
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
Preferred
Working Knowledge of ITIL's Incident, Service, and Change Management Methodologies
Company
Lawelawe Technology Services
Lawelawe Technology Services ("LTech") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB leveraging the capability and past performance of the Lawelawe portfolio of companies.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase