Telecommunications Analyst II -
Information Technology Job Description
Job Summary:
The
Telecommunications Analyst II -
Information Technology provide expert
consultation for the support of
technical solutions within the company's
telephony and contact center
telecommunications environments within a
complex multi-location, multi-national,
and multi-vendor infrastructure which
includes all voice systems, all call
center technologies, PBX, ACD, reporting
systems, voicemail, quality monitoring,
computer telephony integration, screen
pop, dialer, call routing within the
network and telephony environment, and
IVR self-service system and application
support.
Job
Description:
The
Telecommunications Analyst II -
Information Technology will perform
all or some of the following Job
description:
Responsible for the daily operation,
support, projects, enhancements, and all
related services for multiple technology
platforms and services
Perform
troubleshooting of issues
Maintain
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
Assist in
the gathering of business requirements
to support call center initiatives and
work closely with our engineers, current
vendors, outside expert resources,
internal technical and business
resources, and potential new vendors to
evaluate and propose new technologies
and improvements
Design,
develop, and implement solutions,
enhancements, and projects on-time and
within budget
Provide
subject matter expertise in a number of
technologies and provide consultation,
mentoring, and support to the team on
all troubleshooting and priority
incident efforts and assist in the
determination of high priority incident
root cause
Provide
infrastructure support and testing for
system patching, hardening, and
hardware/software upgrades, system
updates, and break/fix activities.
Minimum Requirements / Knowledge / Skill
For Telecommunications Analyst II -
Information Technology Job
Good oral and written communication
skills
Ability to work long hours under
pressure during system outages and
implementations
Technical expertise of
telecommunications systems (Witness,
Qfiniti, and/or NICE, data networks,
integration of quality monitoring
systems with Avaya and Cisco
telephony solutions and the daily
administration of technical
solutions
3-6 or more years of experience in
the development of solutions and
support of complex
telecommunications environments.
Minimum Education Requirements /
Certification / Licensure For
Telecommunications Analyst II -
Information Technology Job
Bachelor's Degree in Computer
Information Systems or
Telecommunications or related
experience.
