Overview:
National Debt Relief (NDR) is seeking a talented Telephony Administrator to oversee and maintain our company’s telephony infrastructure, with a primary focus on Salesforce Service Cloud Voice and Amazon Connect. The ideal candidate will have extensive experience in administering telephony solutions such as Service Cloud Voice, Five9, or similar platforms, and possess a strong understanding of Amazon Connect and Salesforce. This role will be responsible for ensuring the reliability, performance, and scalability of our telephony systems to support our organization’s communication needs.
Responsibilities:
• Manage and administer our telephony infrastructure within the Salesforce Service Cloud Voice and Amazon Connect instances.
• Onboard and support users in Service Cloud Voice, ensuring seamless setup and integration with Amazon Connect and Salesforce.
• Troubleshoot issues related to Service Cloud Voice, including call routing, voice quality, and telephony connectivity problems.
• Monitor system performance and troubleshoot issues related to telephony connectivity, call routing, and IVR functionality.
• Stay informed about industry best practices, emerging technologies, and updates related to telephony platforms and integrations.
• Make minor edits and adjustments to Salesforce Service Cloud Voice flows, improving efficiency in call routing and customer interactions.
• Implement and optimize call flows, queues, and routing rules to ensure efficient call handling and maximize agent productivity.
• Maintain key contact center flows to facilitate seamless customer interactions and enhance agent efficiency.
• Maintain documentation related to telephony platforms including known issues, troubleshooting steps and best practices.
• Troubleshoot bugs and issues reported by end-users, identifying root causes and implementing timely resolutions to minimize impact on operations and customer service.
Qualifications:
• 3+ years of experience in telephony administration, with a focus on platforms like Service Cloud Voice, Amazon Connect, Five9, or similar providers.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Salesforce Certified Administrator preferred.• Proficiency in configuring and troubleshooting telephony systems, including IVR, call routing, and CTI integrations.
• Excellent problem-solving skills with the ability to analyze complex telephony issues and implement effective solutions.
• Strong communication and collaboration skills with the ability to work effectively in a team environment.
• Ability to prioritize tasks and manage multiple projects simultaneously in a fast-paced environment.
• Strong understanding of telephony protocols and standards.
• Git/Github workflow experience preferred.
About National Debt Relief:
National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
National Debt Relief is a certified Great Place to Work®!
Forbes names National Debt Relief Best Debt Settlement Company of 2024!
Fortune names National Debt Relief Among Best Workplaces in New York!
3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!
Compensation Information:
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $87,000-$105,500.
Benefits:
National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Generous Medical, Dental, and Vision Benefits
- 401(k) with Company Match
- Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
- 12 weeks Paid Parental Leave
- Pre-tax Transit Benefits
- No-Cost Life Insurance Benefits
- Voluntary Benefits Options
- ASPCA Pet Health Insurance Discount
National Debt Relief is a certified Great Place to Work®!
National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here
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