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# ACD/Telephony Administrator

- **Company:** Empower AI Inc.
- **Location:** Washington, DC, United States
- **Experience:** Expert
- **Salary:** $73,000.0 - $107,000.0
- **Contract:** Permanent contract
- **Skills:** Data Logging, Information Technology
- **Published:** August 13, 2026
- **Apply:** https://www.careerjet.com/job/usa5dd480ff63a600860fe6056338e431b/eaa

## About the Role

The following are the education and experience required for this position:

 * 5+ years
 * Bachelor's in IT or related field
 * NiCE CXone certification desired
 * Secret Security Clearance

PREFERRED REQUIREMENTS:

 * ITIL 4 Foundation Certification(s)

## Description

We have an exciting opportunity at the Department of State! The Automated Call Distribution (ACD) / Telephony Administrator works in the Customer Service Center to ensure we effectively direct and manage telephone communication operations and complete required deliverables to support the customer's mission to provide IT services to DoS users enterprise wide.
Responsibilties:

 * This position provides, implements, administers, and maintains an ACD telemetry system to support call management for service request resolution.
 * The ACD is scalable, offering a call menu, real-time call logging, call monitoring, accounting, and reporting to ensure efficient call handling.
 * The customer is in the process of transitioning to a cloud based GFP ACD (NiCE CXone).
 * Once the customer completes has completed the enterprise implementation, the ACD / Telephony Administrator shall transition, provide administration, and maintain the new ACD.
 * You will also be responsible for managing and updating all guides, KM articles, and SOPs related to the customer's ACD / Telephony processes and systems., Title: Senior IT Customer Support Analyst, Desktop Support KBR is seeking a Senior Desktop Support Team Lead to provide advanced technical support and operational leadership acro…
 + 20 days ago


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