Telecom Analyst

About the Role

The Telecom Analyst serves as a key operational resource in handling tasks, including system support, vendor coordination, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency. This role requires a good understanding of VOIP systems with experience in Avaya phone system and Microsoft Teams Voice being beneficial. The successful candidate will demonstrate basic understanding of SIP technologies, vendor coordination, phone installation, and maintenance. Experience and understanding with e911 platforms. Familiarity with Avaya Workforce Optimization Select and Caler-VERASmart would be advantageous.

Responsibilities

• Customer focused VOIP Support: Provide top-tier support for the organization's VOIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.
• Trend Analysis and Process Improvement: Regularly review VOIP systems performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process.
• Support under Project Team: Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.
• Maintenance of VOIP Systems and Records: Perform regular maintenance on VOIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail.
• Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems.

Qualifications

• 3-5 years of experience as an Enterprise voice and unified communications technician or analyst.
• Experience with moves, adds, changes, and user provisioning across multiple UC platforms.
• Phone number inventory and lifecycle management.
• Ticket queue ownership and incident response.
• Telecom expense management and carrier coordination.
• E911 administration and records management.
• User training and adoption support.
• Ability to learn new technologies namely Microsoft Teams Voice.
• Read, write, and comprehend simple instructions, reports, short correspondence, and memos.
• Exchange of information with internal/external contacts. Explain and gather information, answer queries, or provide assistance to internal or external contacts.
• Persuade, confirm, or recommend course of action with internal and/or external contacts.
• Ability to document training materials that are easier to use by end users.
• Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents.
• Makes decisions of responsibility and results that affect more than one department or a department with multiple units; substantial analysis is required, and many factors must be weighed before a decision can be reached.
• Understand and follow instructions. Execute decisions within limits of standard policy and procedures.
• Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined.

Preferred Skills

• Experience with Landis Contact Center
• Implementation experience
• ITIL Foundations Certification
• Experience with Microsoft Teams Voice and/or Microsoft Teams Voice Certifications
• Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS)