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Reference Number:
120
Job Description:
POSITION SUMMARY: Telecommunications Analyst will provide technical support of all existing and future telecommunications system infrastructure and applications supporting the company?s corporate offices and call center. This includes PBX and IP telephony servers, Voice Over IP (VOIP), Call Center applications, Voice Mail systems, IVR *VRU systems, coordinate and facilitate all Moves, Adds and Changes (MAC*s), telecommunications wiring and cabling, develop & implement training for call centers and Disaster Recovery procedures.
SPECIFIC DUTIES:
1. Assist with design and oversee telecommunications projects with a goal to improve and/or expand the current infrastructure.
2. Assist in the deployment of the Interactive Intelligence VOIP migration to SIP, HMP.
3. Monitor and maintain the VOIP telecommunication infrastructure for VOIP systems, gateways, voice mail systems, audio bridge, and underlying phone network architecture.
4. Administer add, move, and change requests (MAC).
5. Responsible for problem ticket resolution.
6. Coordinate vendor activities.
7. System administration and health check - Monitor system usage and capacity to identify performance issues prior to any interruption to the operations of telecommunications systems.
8. Assist in future design and implementation of queue plan usage, route patterns, and agent and skill set configurations.
9. Build and maintain custom attendants, IVRs, and handlers.
10. Document standard operating procedures and system ?as-built? for future troubleshooting and system management.
11. Assist with development, implementation and maintenance of policies, procedures and training plans for telecommunication systems administration and appropriate use.
12. Maintain excellent communication with manager and team members on all tasks and projects
13. Support of cellular and wireless devices.
Experience Level:
3 Years
Requirements:
QUALIFICATIONS:
Minimum of 2 years experience in telecommunications/telephony.
Knowledge of I3 Interactive Intelligence system a big plus.
Experience with PBX systems, VoIP, Voice / Data Cabling Infrastructure
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