Call Center Technical Support Specialist

501704 Call Center Technical Support Specialist

Work Location: Remote

Schedule: Full Time - 40 hours per week; 8 hours per day in hybrid environment.

Relocation: N/A

IronMountain Solutions is seeking a Call Center Technical Support Specialist. The Call Center Technical Support Specialist supports the SEVP Response Center (SRC) Level II Application Services team by providing advanced technical, analytical, and operational expertise. This role serves as a liaison between business units, technical teams, vendors, and federal stakeholders to ensure timely resolution of SEVIS-related issues, improve workflows, and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences.

Job Duties:

• Administer Avaya/Calabrio access for Level II staff
• Coordinate with stakeholders and vendors to document, set up, and test Desktop Screen‑Pop/Soft‑Phone applications and reporting systems.
• Serve as liaison between business units to resolve routing issues and support upgrades.
• Collaborate seamlessly with Level I BSAs, federal leads, telephony vendors and ICIO
• Conduct daily testing and analysis of systems to assess performance.
• Prepare, consolidate, analyze, and present recurring reports (daily, weekly, monthly, quarterly).
• Recommend improvements to processes, procedures, and system workflows.
• Maintain and upgrade support tools and telecom/contact center reports.
• Provide decision makers with actionable system-related recommendations.
• Design and develop reporting tools capturing key operational metrics.
• Support resolution of day‑to‑day system and interface issues.
• Monitor and analyze service‑level trends to identify opportunities for improvement.
• Document and report all system changes, maintaining definitions and structures.
• Lead analysis workstreams or small project efforts as assigned.
• Perform additional duties as required.

KNOWLEDGE, SKILLS, & ABILITIES:

A minimum of seven (7) years of hands-on experience with the following technologies and competencies:

• Contact Center operations software (Avaya, Genesys, NICE, Cisco).
• Automatic Call Distributors (ACD).
• Interactive Voice Response (IVR).
• Knowledge base software.
• Strong working knowledge of installing, configuring, monitoring, and troubleshooting routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, trunk ports, VLANs, access ports, VPNs, and cloud/standalone controllers.
• Advanced troubleshooting and problem‑solving abilities.
• Strong skills in analyzing complex problems, processes, and systems to propose solutions.
• Ability to quickly learn new systems, technologies, and processes.
• Strong oral and written communication skills.

Desired Experience

• Experience with web, chat, email, social media, SMS/text, mobile, and fax contact center features.
• Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates.
• Experience in telecommunications architecture, system analysis, and networking.
• Experience with scripting languages such as Python, Java, SQL.
• Experience querying databases (SQL expertise preferred).
• Experience with CRM, SharePoint, and Microsoft Office.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience presenting complex information clearly to all organizational levels.

QUALIFICATIONS: 

• ITILv4 certification required within 30 calendar days of onboarding.
• Bachelor's degree in a related technical discipline preferred but not required.

 IronMountain Solutions is an Equal Opportunity Employer.