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Engineering, Operations & IT
ACD/IVR Telecom Administrator
This position is available in Mountain View, CA.
As Google grows, our customer services facilities are growing too. We are
looking for someone to administer our ACD systems and help develop our IVR
applications. You will work with the call center staffs to make sure that the
ACD and IVR systems meet their needs. The ideal candidate will be a creative,
flexible, broadly-experienced problem solver who understands the importance of
connecting Google's customers to the right agent as quickly as possible.
Responsibilities:
- Measure, monitor, and manage ACD performance.
- Create, interpret, and run CMS (CenterVu) reports for ACD users.
- Document all ACD menus and call flows
- Assist Engineering with the programming and development of Interaction Center (IVR) applications.
- Provide backup Avaya PBX and Voicemail administration.
- Coordinates the activities of outside vendors.
- Provide front line ACD telecom support and training.
- Schedule all changes with ACD groups and system changes.
Requirements:
- 3-5 years related experience administering an ACD and IVR system.
- Avaya experience required, certification a plus.
- 3-5 years experience with C++, MySQL, Windows XP and Windows Server 2000+.
- Must be dependable and flexible, able to work independently or as part of a team.
- Experience working with engineers, and ACD agents.
- Good follow-through on task assignments.
- Excellent project management skills.
- Essential attention to detail.
- Exhibit excellent problem solving skills.
- Neat professional appearance.
- Willingness to travel on occasion
For immediate consideration, please send a text (ASCII)
or HTML version of your resume to jobs@google.com. Important: The
subject field of your email must include ACD/IVR Telecom Administrator - Mountain View.
System Engineer
This position is available in Mountain View, CA.
We are looking a promising System Engineer to support our growing internal
telecom, and networking infrastructure. Working in a demanding and fast-paced
environment, you will need exceptional technical acuity and individual
initiative combined with a customer focused approach.
Responsibilities:
- Design and implement office cabling infrastructure.
- Engineer and configure Avaya telecom systems.
- Monitor stability and performance.
- Ensure 24x7 operation.
- Coordinate with corporate network implementation.
- Manage installation and maintenance vendors.
- Write comprehensive documentation.
Requirements:
- BS in Computer Science or equivalent experience.
- AT&T/Lucent/Avaya Definity or Communication Manager Certification.
- 2+ years experience with Telephony.
- Working knowledge of TCP/IP and VoIP networking.
- Working knowledge of Copper and Fiber Cable Standards.
- Avaya programming a must.
- Experience with ordering and troubleshooting voice and data circuits.
- Excellent verbal and written skills with outstanding customer service.
For immediate consideration, please send a text (ASCII)
or HTML version of your resume to jobs@google.com. Important: The
subject field of your email must include System Engineer - Mountain
View.
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