Telecommunications Analyst

• Bachelor’s degree in information systems or related field and six years of data management experience, or an equivalent combination of training and experience.
• Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint and Outlook.
• Working knowledge of Avaya call center voice systems, IP Telephony, Unified Messaging, TCP/IP protocol and Contact Center applications.
• 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.
• Adheres to and exhibits our organizational core values as outlined by Chesterfield County.
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  Current valid driver’s license and good driving record required. Based on the Virginia DMV point system, record must not reflect a total of six or more demerit points within the twenty-four months preceding the anticipated hire date, or one major violation of six demerit points within the preceding thirty-six months. Out of state driving records must be obtained by applicant and presented at time of interview. Record must reflect at least three years of history and be dated within three years of interview date.
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  Pre-employment drug testing, FBI criminal background check and education/degree verification required. This position is subject to working in high security areas governed by the US Department of Justice’s “Criminal Justice Information Services (CJIS) Security Policy” and therefore requires successfully passing a more stringent criminal background check.

The ideal candidate is adaptable, team focused, motivated by learning new technology to implement and will be expected to play an integral role on our Avaya support and deployment team.

Responsible for routine maintenance of the Avaya Aura Communication system and voice components, to include more complex activities from resolving Avaya Alarms to resolving customer Incident and Service Request. Provide highly skilled technical assistance in voice systems customer service request, resolving voice troubles, analysis, planning, engineering, and architecture. Make recommendations for resources and procedural changes required to maintain and/or expand service levels. Plan and implement computer systems to support voice systems operations. Assess enterprise needs with respect to voice system technologies. Perform feasibility studies for medium to large-sized projects. Review, revise, develop technical standards and interface applications. Identify and evaluate new products. Coordinate with vendors to purchase and install software, hardware, and cabling. Review, revise, develop support procedures and create user and technical documentation. Provide resolution for Avaya voice network problems per Avaya proprietary reference.

The Analyst will:

• Support all Avaya Aura core component systems and technologies including, G650 & G450 Media Gateways, Communication Manager (CM), Avaya System Manager (SMGR), Session Manager (SM), Aura Messaging (AAM), Application Enablement Services (AES), IP Office and Contact Center technology.
• Strong proactive organizational and interpersonal skills, including the ability to make decisions about how to prioritize and organize own work while ensuring a strong attention to detail.
• Perform system analysis and integration with third party VoIP and other technology solutions.
• Provide onsite and remote support as needed.
• Collaborate with other telecom network and technical staff
• Ability and willingness to be available on-call and availability after-hours to perform required work and diagnose problems.
• Mentor and train junior technical staff to encourage team’s growth and development. Ensure employee compliance with policies and procedures.
• Troubleshoot technical issues and provide appropriate resolutions and root cause analysis (RCA) in alignment with contracted Service Level Agreements.
• Provide Problem Management resolution on both software and hardware related issues. Avaya and Business Partner support model is also in place.
• Utilize proprietary and industry standard tools and technologies to monitor, isolate and interpret Unified Communications related network traffic and faults – e.g., WireShark, TraceSM, TraceSBC, etc.
• Perform other work as required.

PLEASE NOTE: Must maintain personal mobile technology as a condition of employment.

This position is a part of an approved Career Development Plan (CDP) and offers career progression opportunities and salary incentives, as funding permits, based on performance, qualifications, and experience.

Monday – Friday; 8:30 a.m. – 5:00 p.m.

Information Systems Technology