OBXtek

About OBXtek

Overview: OBXtek Inc. is an established, award-winning, service disabled veteran owned business providing information technology and professional management services to the federal government. Our corporate growth has coincided with our investment in our employees as well as in outreach to our civilian and military community. Responsibilities: Provides expertise in contact center technologies, computer telephony integration (CTI), and ACD call routing and performance reporting for the efficient handling of customer calls relative to IT systems and desktop infrastructure. Guides, directs, and leads computer telephony discussions in solving and resolving end user issues, problems and concerns. Serve primarily as the ACD Administrator as well as an Application Support Desk (ASD) Customer Service Agent with the computer-telephony integration (CTI)-added skills to provide ACD System Administrator support and call flow routing within the ASD. Focus primarily on system administration of the Avaya Communications Manager, while monitoring the performance of the ASD Help Desk Customer Service Agents and their call flow routing needs. Evaluate, develop, optimize and deploy automated dialer applications in support of the application framework for optimization of inbound and outbound communication services. Performs troubleshooting of production issues Generate and analyze various reports addressing daily call distribution, agent productivity, and staffing resource allocations. Monitor performance of the integrated phone and dialer systems for ensuring Service Level Agreement (SLA) objectives are met. Recommend improvements in call flow routing for directing and automatically distributing calls for improving inbound call routing Resolve call distribution in support of efficiency problems, and effectively managing service improvements based on best practices. Develop efficient call handling strategies and configure call routing and distribution procedures. Research, analyze, and evolve analytical trends and data for interpreting results and variances based on research and analysis in the correlation of call traffic to ticketing system data and information. Troubleshoot ACD and phone issues and work with desktop support, IT infrastructure, application System Administrator staff and vendor and/or service provider support for restoring application and system services. Assist ASD by responding to technical calls during high volume periods, as necessary. Participate in daily IT operations status meetings for ensuring ACD call flow routing awareness on enterprise IT issues and activities, and coordinate with end-users as required. Qualifications: Three (3) years of Avaya Communication Manager switch and computer-telephony integration and Automatic Call Distributor (ACD) call routing experience. Expert knowledge and technical experience in supporting call routing telephony technologies for enhancing technologies within a contact center. Experience providing service delivery using ITIL best practices ITILv3 certification (required) Associate's Degree in Information Technology Communications Networking (desired) Company Information: Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education. We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more. As a prime contractor for 93% of our current work, OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine. OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.

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Company Info

Legal Form: Inc

Company Type: Private

Company Size: 51 - 250

Revenue: 25 - 100 million (USD)

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Job Ads found: 1299

Job Ads per Month: 25.5

Hiring Locations: 43

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