CTI Administrator

Job Title : CTI Administrator
Department : I.T.
Reports To : Director of I.T.
Location : Lufkin

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

  • Maintains the CRM systems support and updating functions.
  • Monitors end-user usage of systems and performs daily administrative tasks.
  • Analyzes application requirements to determine feasibility of design within time and cost constraints.
  • Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
  • Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
  • Develops and directs CRM application testing procedures, programming, and documentation.
  • Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

  • Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
  • Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
  • Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

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