Senior Telecommunications Analyst

Position Summary
Perform as the primary resource supporting voice, Information Technology integrated systems/applications as well as the paging and secure messaging infrastructures, call center technologies and related systems. Responsible for the maximum optimization of telecommunications technology and resources that support critical systems that assist the medical community in a 24x7x365 environment. Oversee the technical area and analysts assigned to that area. Research new and evolving technologies; manage projects and capital expenditures, upgrades, and new installations. Interfaces with new and existing customers on a variety of issues, including new business. This position is deemed essential and requires working during emergencies/inclement weather.

Essential Responsibilities

• Investigate and recommend new technologies and applications for the enterprise, customers, and telecommunications operations areas.
• Administer and maintain telephone system, including telephone call center ACD and adjuncts.
• Set-up and troubleshoot remote worker applications and devices for the company.
• Keep the director informed of all service-related issues; escalate service issues to vendors as needed.
• Ensure all projects and technology information is documented.
• Manage installations for call center technologies and services ensuring timelines are achieved and written documentation is prepared Monitor capital expenditures and stay within budget.
• Design and create routing patterns to ensure outgoing call traffic is routed properly.
• Create and run reports and queries in using call center applications.
• Assist in the design, implementation and maintenance of systems, special programs, hardware, software and complex call center vector routing designs.
• Participate in various technical and account management projects.
• Serve as an account manager for strategic customer accounts.
• Consult with customers to resolve technical and customer service issues.
• Assist with the preparation of Requests for Proposals (RFP).
• Create policy and procedures to include disaster and business continuity materials.
• Oversee change control and coordinate with customers.
• Train customers and department personnel on new systems, existing applications, and standard procedures.
• Assist in the developing of training materials and provide training as part of new account development.
• Provide on-call after-hours coverage on a rotating basis; work off-hours during emergency situations, including inclement weather.
• Maintain regular attendance.

General Responsibilities

• Perform other duties as assigned.

• Administer Avaya and other telecommunications and call center technology systems.
• Process inbound call center calls as needed.
• Perform other duties as assigned.

Supervisory Responsibilities

• Manage, coach, and counsel Telecommunications Analysts. Ensure employee compliance with policies and procedures.
• Lead employees to accomplish desired performance results. Establish and communicate job expectations; monitor and appraise employee performance.

Required Qualifications (unless otherwise noted)

• Bachelor’s degree in related field :or equivalent work experience.
• Minimum of seven years’ experience in telecommunications. Experience within a call 24/7/365 center background desired. Supervisory experience.
• Experience with Avaya Suite of Products and radio paging topologies desired.
• Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint and Outlook.
• Strong interpersonal skills.
• Experience with Microsoft Operating Systems applications and SQL databases. Working knowledge of Avaya call center voice systems, IP Telephony, Unified Messaging, TCP/IP protocol and Contact Center applications.
• Ability to use and design reports using Crystal Reporting, SQL, and other and other databases and system tools.

• Excellent customer service and verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.
• Professional interpersonal style; ability to interact and work with a diverse range of people.
• Ability to work both independently and as part of a team.

• Strong proactive organizational skills, including the ability to make decisions about how to prioritize and organize own work.
• Proven project planning skills to deliver resultant service on schedule.
• Ability and willingness to proactively research and/or solve issues.

• Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.
• Exhibit a ‘can-do’ attitude and flexible work style approach. Patience and flexibility to meet demands of a constantly changing priorities.
• Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.
• Ability and willingness to be available on-call and availability after-hours to perform required work and diagnose problems.

Ability and willingness to handle issues and information with diplomacy and sensitivity while ensuring adherence to company policies and/or procedures. Maintain confidentiality at every level