Telephony Administrator

Millennial Specialty Insurance, LLC is one of the largest non-carrier-affiliated Managing General Agencies (MGAs) in the United States. Combining expert underwriting with industry-leading technology, MSI creates a superior insurance experience for carriers, distribution partners, and customers. MSI collaborates with insurance carriers to design and distribute products through agents, brokers, and technology partners. Founded in 2015, MSI has grown to offer a wide range of insurance products across commercial, specialty, and personal lines. In 2019, MSI joined BRP Group, Inc. (NASDAQ: BRP).

The Telephony Administrator provides support for MSI’s primary customer facing communication processes including telephone, chat, email, text and other. They will help set strategy, provide technical support, manage service partner relationships/related contracts, drive cost efficiencies, and coordinate effective support for the various business segments within MSI.

Principal Responsibilities:

Coordinate with business segments to implement effective customer facing communication solutions.Develop and implement communication solutions assist the business segments in achieving their service, margin, and revenue goals.Help plan for, architect, and implement artificial intelligence functionality, where appropriate, to drive improved service and cost saving efficiencies.Manage and coordinate with associated vendors, including Nice Phone System and 3rd party managed services.Intake, prioritize, and coordinate fulfillment of enhancements/escalations from business segments.Design, engineer, maintain, and support communications and relevant network services.Stay updated on the various services, teams, support structure across the organization to be able to effectively engage the right teams and escalate, if needed, for effective and efficient delivery.Perform impact assessments for relevant changes and coordinate with MSI tech teams as necessary.Maintain the documentation for all related communication services.Engage in design and review sessions and work with team on effective design and support documentation.Improve processes around the team’s engagement, communication to external teams and overall delivery.Help ensure compliance with audit, regulatory, and security requirements.

Education, Experience, Skills, and Abilities Requirements:

Bachelor’s degree or equivalent work experience.5+ years of experience in telephony and NICE contact center software and services.2+ years of experience with IP Networking technologies and protocols.Experience in telephony design and support and ability to successfully manage vendors and vendor contracts.Hands-on experience with contact center automation through coding and 3rd party applications.Experience leading telephony and contact center consolidations and upgrades.Strong oral and written communication, interpersonal relationships, and problem-solving skills.Exercise considerable initiative, planning, and judgment, and work independently.Translate technical terms and concepts into easy-to-understand business language.Perseverance to drive a hard problem to the conclusion under minimal supervised guidance.Experience leading in the evaluation and migrations to modernized technologies.Growing knowledge of DevOps and experience working in an Agile workplace.Experience leading large projects that cross multiple infrastructure platforms and technologies.Detail-oriented and proven organizational skills.Experience with third party systems such as Contact Center Screen Pop, RightFax, Vera Smart, OpenText preferred.

#LI-DT1

#LI-REMOTE

Click for some insight into our culture

---