Telecommunications Analyst

We are seeking a Telecommunications Analyst to work at our client, a 24/7 Medical Call Center in Boston, MA.

Covid vaccination is required for this role. 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

Unified ICM Software Configuration

Avaya CMS

DIalPad

RING

AMTELCO

MEDICALL

VERIZON

VoIP

INDCSR

Job Type: Full-time

Pay: $65,000.00 – $90,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift

COVID-19 considerations:
Covid vaccination is required for this role.

Ability to commute/relocate:

• Boston, MA: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location