Senior Telecom Analyst
Position Summary:
Reviews, analyzes, evaluates, supports, and maintains the company's Avaya VoIP telecommunication system. The Telecom Support Specialist will be responsible for with all facets of the company's telecommunication needs. This includes a wide range of job duties including but not limited to, basic phone set operation/knowledge; phone set programming and installation, phone system dial plan management, programming of extensions, voice mailbox management, ACD agents, Hunt Groups, and Call Center routing and queues, as well as providing support, investigation, repair and maintenance of the telecommunication system.
Key Responsibilities:
Relying on limited experience and knowledge, the Sr. Telecom Analyst is responsible for accomplishing the following assignments. These assignments are varied in nature
* Monitor, repair, install and maintain operation of telecommunications systems and troubleshoots hardware or software problems to ensure that system performs in a manner which best meets business needs and objectives enterprise wide.
* Initiates, plans and deploys new Telecom initiatives as needed
* Provides assistance in maintaining the Call Center ACD configuration, including management of recorded voice announcements.
* Documents networks by labeling and routing equipment and cables, recording configuration diagrams
* Verify telecommunication service by testing circuits, equipment, and alarms; identifying, correcting, or escalating problems.
* Coordinates service calls with telecommunication carriers and vendors for issue resolution or projected system changes requiring 3rd level, as needed. Manage billable hours and service contracts for these 3rd party resources.
* Track and manage Avaya license usage company-wide. Report license deficiencies and coordinate additional license purchases with management.
* Attend meetings as needed to represent Telecommunication changes and\or provide subject matter expertise on changes that may affect operation of telecommunication equipment and services.
* Other Duties as Assigned by Management.
Position Knowledge, Skills, and Requirements:
Education
* Bachelor's degree or a related field or the equivalent education and/or experience
Experience
* Minimum of five years of relevant and progressive professional experience in the area of design, setup configuration, maintenance and support of Avaya telecommunication equipment, software and services.
* Strong working knowledge of telecommunication equipment and networking associated with voice systems as it applies to the communication infrastructure.
* Knowledge of Avaya IP Office Management, Voicemail Pro, and/or IPOOC software administration solutions. Including the ability to build and manage agents and phone sets, ACD, programming new routing and knowledge of Historical and Real Time Reports.
Other
* Possess and have ability to apply broad knowledge of principles, practices, and procedures
* Excellent written and verbal communications skills with an emphasis on confidentiality, tact, and diplomacy
* Exceptional organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
* Knowledgeable of industry changes, legal updates and technical developments related to applicable area of the Company's business to proactively respond to changing business environment
* Intermediate proficiency and experience using Microsoft Office Package (Excel, Access, PowerPoint, Word)
Qualifications
Avaya IP Office Management Experience
Voicemail Pro and/or IPOOC Preferred
Additional Information
All your information will be kept confidential according to EEO guidelines.
Please call this number: 346-231-7544
Look for: Danielle or email me at: d.garan@computerfutures .com