Telecommunications Administrator
CurrentProgram and maintain all aspects of Telecommunication for the Biltmore Estates including the 70+ agent call center, POTs lines, mobile device management and Mitel administration.• Perform moves, adds and changes in Mitel MiVoice Business and within the Amazon Connect Contact Center• Work with project manager on various projects across the estate from cell service connectivity to new call center technologies• Manage all aspects of ATT POTs lines and circuits • Manage all aspects of the Webex Contact Center including creating new call routing flows, queues, teams, users and toll-free assignments• Toll Free Numbers – add, remove and troubleshoot all toll-free numbers and all call routing with skills and new flows• Troubleshoot all reported phones issues. Includes IVR, extensions, fax lines, elevator phones, and security/fire panels.• Works as a liason between departments to implement all Telecommunication changes and needs.• Program any new changes to IVR or IVA for text to speech, recorded messaging updates, and general branding.• Coordinated with vendors and major carriers on a new headend system to enhance cell coverage across the Estate• Responsible for all accounting/bills associated with the Telecommunication department including monthly cell phone, SIP, vendor contracts, licensing and equipment expenses.• Quarterly evaluations of current cell phone lines for cost savings.• Troubleshoot low-voltage terminations on 66/120 blocks• Manage the telephony systems for both onsite hotels which consist of analog, digital and VoIP phones. Troubleshooting dual-line room phones and toning the lines to ensure connectivity back to the controllers.
