Statewide Telephony & Call Center Lead

Technogen; Lansing (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

A leading IT services company in Michigan seeks a Telephony Project Lead to provide consultation and expertise to state agencies regarding call center operations. You will manage the development and implementation of telephony systems while collaborating with diverse teams. Ideal candidates will have knowledge of telephony technologies, specifically Avaya and Cisco platforms, and possess excellent communication skills to facilitate effective project outcomes. This position requires the ability to analyze data and work independently under pressure.

Qualifications

• Ability to work independently with diverse staff and agencies.
• Knowledge of current telephony services and technologies.
• Ability to resolve technical telecommunications problems.
• Effective verbal and written communication skills.
• Ability to function under pressure.

Responsibilities

• Provide telephony consultation to State staff and agencies.
• Develop criteria, standards, and procedures for call center operations.
• Lead telephony project for statewide contact/call center systems.
• Gather business requirements from agencies for call center needs.
• Analyze data from Avaya and related telecommunications systems.

Skills

Communication skills

Problem-solving

Telephony technologies knowledge

Teamwork and consensus building

Analytical skills

Tools

Remedy

Change Point

Share Point

Avaya Communication Manager

Cisco platforms

Job description

A leading IT services company in Michigan seeks a Telephony Project Lead to provide consultation and expertise to state agencies regarding call center operations. You will manage the development and implementation of telephony systems while collaborating with diverse teams. Ideal candidates will have knowledge of telephony technologies, specifically Avaya and Cisco platforms, and possess excellent communication skills to facilitate effective project outcomes. This position requires the ability to analyze data and work independently under pressure.