Telecom Analyst

Reporting directly to the Sr. Director, Client Support, the Telecom Analyst will ensure that the systems used by the various Client Support teams are managed, maintained, and further developed to meet the needs of the business.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a remote opportunity seeking candidates residing in US central and eastern time zones.

Essential Job Duties

• Support/Maintain/Develop tools within AWS Suite with a strong focus on the Amazon Connect. Platform
• Recommend/Implement Solutions to better enable efficient workflows
• Create self-help features such as Lexbot to reduce the need for manned support.
• Build and enhance menus for phone and live chat
• Support ownership of Amazon Connect and AWS add-ons
• Troubleshoot and solve issues concerning anomalies within our Support tools
• Identify and solution efficiency opportunities
• Liaison to AWS, Cloudhesive, and other vendors
• Identify and suggest opportunities for operational and product improvements
• Develop tools and systems that impact Support’s technology positively and work with operational staff to ensure proper roll-out and use.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• 2 years AWS and/or Amazon Connect experience
• 3+ years Telecommunication experience
• Bachelor’s or Graduate’s Degree in business, IT, data science, or business administration
• A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.

• Ability to multitask and effectively handle shifting priorities professionally

• Advanced understanding of business process analysis

• Experience with Microsoft Windows operating systems

• Strong command of English language and good communication skills.
• Passion towards telephony and technology a must!
• Teamwork approach, enthusiasm and a strong desire to succeed!

HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

Job Type: Full-time

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Avaya: 1 year (Preferred)
• Mitel: 1 year (Preferred)
• Amazon Connect: 1 year (Preferred)

Work Location: Remote