Sr Telecom Analyst-Operations

Orlando, FL

Post Date: 11/13/2017 Job ID: 26190 Industry: Other Area(s)

SUMMARY
  • This position provides support and consultation of technical solutions within the company’ s telephony and contact center telecommunications environments within a complex multi-location, multi-national, and multi-vendor infrastructure.  The technical scope of the role includes all contact center technologies consisting of technologies such as but are not limited to voice systems, call center technologies, PBX, gateways, voice networks, voicemail, call recording and ancillary support systems.
  • The position is responsible the daily operation, support, projects, and all related services for multiple technology platforms and services providing the organization continued profitability and contact with each other, our customers and affiliates.  Operational responsibilities include performing complex MACDs, troubleshooting of complex issues, maintaining high levels of system and user documentation, adherence to operational processes and policies, solution reliability, system security, compliance, and proactive monitoring through automated tools and daily testing.
  • Position provides infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix activities on telecommunications equipment and applications.
  • This position must maintain expert level understanding and knowledge of the company’ s applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts.  The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent.  Role may be assigned other tasks as required to support the overall shared services and organizational goals.

 

RESPONSIBILITIES                                                                                                                                                                                            
  • The position is responsible the daily operation, support, projects, enhancements, and all related services for multiple technology platforms and services providing the organization continued profitability and contact with each other, our customers and affiliates.  Operational responsibilities include performing MACDs, troubleshooting of issues, maintaining high levels of system and user documentation, adherence to operational processes and policies, solution reliability, system security, compliance, and proactive monitoring through automated tools and daily testing.
  • The position works closely with our engineers, analysts, IT peers, outside vendors, outside expert resources, internal technical and business resources to evaluate, develop, and propose innovative new technologies, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization.
  • This position must maintain expert level understanding and knowledge of the company’ s applications, telecommunications and data system integration and must be able to understand changes needed within the environment in order to anticipate business, customer, cross-system, cross-process, and cross-project impacts.
  • Position provides infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix activities on telecommunications equipment.
  • Be accessible 24x7 to support the telecommunications infrastructure team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center.

 

REQUIREMENTS

Minimum Requirements and Qualifications

Education & Training requirements (licenses, programs or certificates) - Bachelor’ s Degree in Computer Information Systems, Telecommunications, or related technical field and/or related experience with 5+ years of experience. Cisco or Avaya certifications a plus.

 

Technical Skills
  • Expert level technical expertise of telecommunication systems and management of complex telecommunications environments and infrastructures. 
  • Experience with multiple voice and call center technologies such as but not limited to voice systems, call center technologies, PBX, gateways, voice networks, ACD, voicemail, call recording, and ancillary support systems.
  • UCCE experience is required
  • Demonstrated ability to perform coordination and problem isolation
  • Job experience (number of years, type/level of previous experience) - 5 or more years of experience in the support and development of solutions within complex telecommunications environments.

 
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