ACD/Telephony Administrator

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...