Senior Telecommunications Analyst

A company in the portable storage industry, located in Phoenix, AZ is looking for a Senior Telecommunications Analyst to add to their growing team. The company recently went through a merger and because of this, integrated their current IVR system (NICE InContact). However, this system has not been very well maintained and they are finding there is a lot of overlap, duplication or half built configurations that are causing call routing to not be accurate. Ideally, they would like this analyst to come on board, clean up the InContact environment, and configure access controls to be able to pull metrics and reporting information for the business intelligence team. This person should be able to interact with the actual data API’s without using the web interface. This role will require onsite work at their Phoenix office 2-3 days a week.
Contract Duration: 6 months Required Skills & Experience

• 5+ years of experience with telephony support
• Experience in phone support with emphasis on IVR, VOIP and Unified communications
• Experience with NICE InContact and Salesforce
• Softphone knowledge (Jabber and WebEx)
• Ability to handle multiple projects at the same time
• Strong written and verbal communication skills
• Excellent analytical and problem-solving skills
• Strong customer service skills

Desired Skills & Experience

• Bachelor’s Degree in computer science, Engineering, a related field or equivalent work experience

What You Will Be Doing Tech Breakdown

• 100% Telephony