ACD/Telephony Administrator

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.  

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

We have an exciting opportunity at the Department of State! The Automated Call Distribution (ACD) / Telephony Administrator works in the Customer Service Center to ensure we effectively direct and manage telephone communication operations and complete required deliverables to support the customer’s mission to provide IT services to DoS users enterprise wide.

Responsibilties:

• This position provides, implements, administers, and maintains an ACD telemetry system to support call management for service request resolution.
• The ACD is scalable, offering a call menu, real-time call logging, call monitoring, accounting, and reporting to ensure efficient call handling.
• The customer is in the process of transitioning to a cloud based GFP ACD (NiCE CXone).
• Once the customer completes has completed the enterprise implementation, the ACD / Telephony Administrator shall transition, provide administration, and maintain the new ACD.
• You will also be responsible for managing and updating all guides, KM articles, and SOPs related to the customer’s ACD / Telephony processes and systems.

Qualifications

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

• 5+ years
• Bachelor's in IT or related field
• NiCE CXone certification desired
• Secret Security Clearance 

PREFERRED REQUIREMENTS:

• ITIL 4 Foundation Certification(s) 

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:   

• • Sitting for long periods
  • Standing for long periods
  • Ambulate throughout an office
  • Ambulate between several buildings
  • Stoop, kneel, crouch, or crawl as required
  • Repeatedly lift and carry weight up to 40 pounds
  • Travel by land or air transportation up to 10%

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.