About Fordham:

Department: Information Technology

Campus: Rose Hill (RH) - Bronx

Position Summary:

Essential Functions:

• Organizes the weekly activities of the support staff
• Liaises with all departments supporting call centers
• Coordinates with Infrastructure and Network operations team

• Manages and supports all University call centers
• Liaises with all call centers to understand ongoing needs
• Reports on all issues related the disparate call centers and their functions
• Coordinates the responses and communication to events
• Coordinates updates for all systems

• Coordinates the activities of staff in response to tickets
• Ensures all SLAs are met and reported accurately
• Lists all appropriate activities supporting telecom systems
• Attends regularly scheduled meetings and correspond with all department call centers
• Works with teams to monitor all systems and associated connections
• Coordinates updates to all systems
• Integrates management system
• Works with Infrastructure team to ensure all systems, hardware and software are kept up to date
• Ensures all system vulnerabilities are assessed and addressed when appropriate

Required Qualifications:

• High School Diploma or equivalent
• Minimum 3 years of relevant telecommunications experience
• Experience with Call Centers
• Experience with Cisco Unified Communications
• Experience with Cisco Contact Center
• Knowledge of ancillary applications
• Experience with IP faxing and video conferencing
• Experience with emergency notification systems

Preferred Qualifications:

• Bachelor's Degree
• Understanding of business, academic or other applications of technology or technology support services and environment
• Certification on Cisco Call Manager and UCCX
• Understanding of Fordham's culture and environment, as well as the technical, business and cultural environment of higher education in general

Minimum Salary: $70,880

Maximum Salary: $88,612