- Administer Avaya/Calabrio access for Level II staff.
- Coordinate with stakeholders and vendors to document, test, and set up Desktop Screen‑Pop/Soft‑Phone applications.
- Serve as a liaison between business units to resolve routing issues and support system upgrades.
- Conduct daily system testing and performance analysis.
- Prepare, consolidate, and present recurring operational reports.
- Recommend process and system workflow improvements.
- Design and develop reporting tools to capture operational metrics.
- Monitor service-level trends and lead analysis workstreams.
SQLCRM