Telecommunication Analyst

Job Title

Telecommunication analyst

Key words to search in resume

VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting and call recording

Technical/Functional Skills -MUST HAVE SKILLS

VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting and call recording

Roles & Responsibilities

The Telecommunications Analyst will perform operational duties to support telephony infrastructure including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting, and call recording. This role will work on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, support, and technical analysis of hardware, software, or networks. The successful candidate will be responsible for working closely with the other Telecommunication Team members, Technical Support, and business operations departments to ensure the efficiency and effectiveness of the system operations.

Qualifications:

Must-Have:

Associate degree (or higher) OR 4+ years of IT experience.­ Fluent in English (both verbal & written).

2+ years of IT customer support experience.

2+ years of hands-on job experience in the telecommunication industry working on PBX and Call Center systems.

3+ years’ experience with windows-based applications (Word, Excel, PowerPoint, Outlook, and Visio)

Preferred Have:

Contact Center or Contact Center as a Service Deployment experience

Hands-on experience setting up IVRs and call flows

Responsibilities:

The Telecommunications Analyst will perform operational duties to support Zebra’s telephony infrastructure, including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting and call recording.

­ Will be responsible for working on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, documentation, support, and technical analysis of hardware, software, or networks.

­ Will be responsible for working closely with the other Telecommunication Team members, Technical Support, and business operations departments to ensure the efficiency and effectiveness of the system operations.

­ Will be responsible for the Unified Communications and Contact Center technical support documentation (creating Knowledge Documents)

­ Will be responsible for documenting the Contact Centers’ High and Low-level architecture

­ Will be responsible for documenting Unified Communications’ High and Low-level architecture

­ Will be responsible for creating Visio diagrams of the architecture and call flows

­ Will be responsible for effectively communicating explanations and interpretations of documents created

­ Will be responsible for the analysis of the current state of the Telecom infrastructure/landscape

Job Type: Full-time

Salary: $90,000.00 – $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Lincolnshire, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• VoIP PBX phone systems: 8 years (Preferred)
• Contact Center applications: 9 years (Preferred)

Security clearance:

• Confidential (Preferred)

Work Location: One location