Telecommunications Consultant Job in Tallahassee 32399, Florida US

Florida Department of Highway Safety Motor Vehicles

Telecommunications Consultant – Contact Center

About the Job:

The Florida Department of Highway Safety and Motor Vehicles is the state agency responsible for issuance and oversight of Florida driver licenses, vehicle titles and registrations and the Florida Highway Patrol.  The agency has three Contact Centers and 160 personnel.  The primary contact center assists the general public with questions about driver license, motor vehicle title and tag questions.  It is an extremely busy call center with challenges to reduce wait time for customers calling the center. 

 

Telecommunications Consultant – Contact Center is a seasoned technical manager with experience in Telephony, Call Routing, IVR, Work Force Management, Quality Monitoring, Predictive Dialing and Reporting domains.  This individual is responsible for delivering projects that are highly visible and have broad implications for the Contact Center Operations business and the organization as a whole. The Contact Center Technology Manager ensures applications meet the dynamic needs of the business (Operations, Field Services, Commercial Finance, Insurance, Marketing, etc.) environment while at the same time performing with a high degree of stability across the enterprise. The Telecommunications Consultant will provide technical and operational support, make recommendations for use of or adjustments to telecommunication systems and software used in the contact center. 

The Delivery Manager excels at strategic roadmap discussions and is seasoned in diagnosis and versatile problem solving in highly integrated environments and working with teams of technical individuals.

 

·         Consults with call center members and users to gather information in order to determine requirements, and opportunities for improvement in telecommunication system processes and practices. 

·         Evaluates Interactive Voice Recognition system, Automatic Call Handling system and other elements of the telecommunication system to make the best use of the technology in serving customers efficiently and timely.

·         Coordinates research, evaluation and implementation of new products and techniques to improve work quality and services.

·         Participates in business process reengineering sessions as needed and works with Contact Center experts to promote the most efficient and effective methods of improving business operations. 

·         Maintains current knowledge of project management tools, methodologies and practices.

·         Develops long-range plans related to call center telecommunications to ensure the call center is evaluating new methods to improve services in the future.

·         Evaluates, analyzes and/or develops technology-based processes to improve customer service.

·         Conducts research and evaluation of new tools, database administration methods

·         Maintains accurate change management system records timely and efficiently.    

·         Acts as Contact Center liaison to the Department’s Telecommunications and information systems staff

·         Develops bid and technical specifications for Contact Center to submit to Bureau of Purchasing and Contracts.

·         Evaluates bid, Requests for proposal and intent to negotiate responses.

·         Monitors performance of contracts providing hardware, software and services.

·         Tracks contract expenditures.

·         Maintains liaison with vendor representatives.

 

Anticipated salary of $65,000.00 Annually

This is a Career Service position and receives significant benefits.

The benefits include:
·Health, life dental insurances
·A generous leave package which includes 9 paid holidays
·Educational Benefits
·State/Employee contributory retirement plan

 

 

To apply or view more information about position 3162 visit the People First web site at https://peoplefirst.myflorida.com . The deadline for applying for this position is (three weeks out from when ad is placed).

 

The Department of Highway Safety and Motor Vehicles is committed to Service, Integrity, Courtesy, Professionalism, Innovation and Excellence in all we do. Please let us know how we are doing via our online customer service survey at www.flhsmv.gov.

 

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AA/EEO Employer

Pursuant to Chapter 295 F.S., veterans and spouses of veterans may receive preference in employment and are encouraged to apply.

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