Telecom Analyst

Job Description:

Telecom Analyst: Will be Remote only 10% onsite(a few days here and there for trainings provided by Client)

This role works with the USCAN Technology Team to manage and troubleshoot telephone systems that are used by customers and Client Healthcare employees.

Essential Responsibilities

• Manage and troubleshoot telephone systems (20-30%)

o Connect and troubleshoot CCaaS
o Understand, maintain and update:
 Skill routing
 Difference between H.323 and SIP stations
 Holiday tables
o Communicate with users and stakeholders

• Manage project on updating / replacing telecom system (70-80%)

o Work with call center managers to assess current and future need, including creating surveys to gather feedback
o Gather information, map out and document current system structure and call flows
o Research and assess appropriate technology for call centers
o Plan transitions from old to new technology
o Update System Translations in Existing Avaya Switch and CPOD
o Verify and update programming in Avaya CPOD
o Update Documentation with New Avaya CPOD numbering
o Prepare and execute testing, including setting up Test Toll Free Number, testing all Routing and Agents in CPOD with Test Toll Free Number
o Train users, including scheduling Basic Agent, training users and stakeholders before Go Lives
o Go Live preparation & execution, including preparing Go Live schedules, communicating with stakeholders, scheduling Porting from Existing Circuit to CPOD Circuit, testing all Routing and Agents After Toll Free Transfer, providing 1st day live support

Qualifications/Requirements:
1. 5+ years’ experience with telecom systems or Call Center expertise
2. Strong analytical, procedural and process skills experience
3. Excellent oral and written communications skills
4. Innovation, planning & documentation, develop new ideas through collaboration, document, plan, market, execute on creative ideas
5. Team oriented, able to motivate and work well with diverse, cross-functional teams
6. Able to work US standard working hours (Central or Eastern Time preferred) + flex time as needed

Job Types: Full-time, Contract

Salary: $25.00 – $32.00 per hour

Schedule:

• 8 hour shift

Work Location: Remote