ACD/Telephony Administrator

Empower AI; Washington (District of Columbia); On-site; USD 79,000 - 123,000; Full time

Job summary

Empower AI is seeking an Automated Call Distribution (ACD) / Telephony Administrator to join the Department of State support team. You will manage telephony operations, implement scalable call routing, and maintain guides and SOPs to ensure consistent service delivery enterprise-wide.

The role requires 5+ years in IT or related fields, a Bachelor's in IT, and security clearance. Responsibilities include transitioning to a cloud-based GFP ACD (NiCE CXone) and maintaining documentation.

Qualifications

• 5+ years of IT or related experience.
• Bachelor's degree in IT or a related field.
• NiCE CXone certification is preferred.
• Secret Security Clearance is required.

Responsibilities

• Operate and maintain the ACD telemetry system for service requests.
• Support scalable call handling with real-time logging and reporting.
• Oversee transition to cloud-based GFP CXone and future ACD updates.
• Create and update guides, KM articles, and SOPs for ACD processes.

Skills

5+ years IT experience

Security clearance

ACD systems knowledge

Education

Bachelor's in IT related field

Tools

NiCE CXone certification

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai. Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

We have an exciting opportunity at the Department of State! The Automated Call Distribution (ACD) / Telephony Administrator works in the Customer Service Center to ensure we effectively direct and manage telephone communication operations and complete required deliverables to support the customer’s mission to provide IT services to DoS users enterprise wide.

Responsibilties:

• This position provides, implements, administers, and maintains an ACD telemetry system to support call management for service request resolution.
• The ACD is scalable, offering a call menu, real-time call logging, call monitoring, accounting, and reporting to ensure efficient call handling.
• The customer is in the process of transitioning to a cloud based GFP ACD (NiCE CXone).
• Once the customer completes has completed the enterprise implementation, the ACD / Telephony Administrator shall transition, provide administration, and maintain the new ACD.
• You will also be responsible for managing and updating all guides, KM articles, and SOPs related to the customer’s ACD / Telephony processes and systems.

Qualifications

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

• 5+ years
• Bachelor's in IT or related field
• NiCE CXone certification desired
• Secret Security Clearance

PREFERRED REQUIREMENTS:

• ITIL 4 Foundation Certification(s)

PHYSICAL REQUIREMENTS:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation up to 10%

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

Pay Band Min

USD $79,390.00/Yr.

Pay Band Max

USD $122,870.00/Yr.