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Job Title:
Telecom Contact Center - Sr. Advisor
Job ID:
12459549
Job Function:
Experienced
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Category:
Customer Service
Location:
Telework, US
Business Unit:
Int Communications & Marketing
City:
Telework
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name.  As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.

Integrated Communications & Marketing is a multimedia, service-focused communications operation that leads in shaping the impression of AARP by providing communications planning, marketing, support and execution for AARP’s strategic business units. 


Summary Statement

The Sr. Advisor Telecom is responsible for overseeing contact center telecom operations including inbound/outbound call routing, telephone systems, 800 number administration, telephony integration, end-to-end testing, and telecom architecture. Will be charged with offering up telecom innovation and improvement.


Responsibilities

  • The Sr. Advisor is also responsible for overseeing contact center telephony systems which includes monitoring and coordination with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation.
  • Manage change control with internal and external partners and oversee maintenance of CTI.
  • Must be able to test circuits and perform test procedures and analyze results to isolate and determine type of service problem.
  • The Sr. Advisor will analyze and reconcile monthly AT&T invoices. Responsible for cost improvements and annual budget strategy.

Requirements

  • Bachelor Degree or equivalent Call Center telecom/ Network experience
  • IT/ or Network Certification
  • Minimum of 10 years of inbound/outbound Call Center telecom experience
  • Knowledge of all  advance networking, telephony and digital technology
  • Knowledge of advance switching, routing and computing. Specifically AT&T Routing(Route-IT) is desired
  • Ability to read complex engineering diagrams and schematics
  • Knowledge of IP addressing and routing
  • Knowledge of technical math
  • Good working knowledge of IVR Technology
  • Extensive analytical expertise
  • Willing to travel as needed.

Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.


Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.  AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.


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