Telecommunications Analyst

Description:

Position Summary

Provide a wide variety of technical, analytical, database and project management functions for the department that supports critical services on a 24/7/365 basis. Offer expertise is areas of telecommunications systems administration, database design and staffing analysis. Work closely with customers, other analysts, and call center management to promote new technologies and/or functions. This position is deemed essential and requires working during emergencies/inclement weather.

Essential Responsibilities

• Perform complex software changes on Avaya Communication Manager PBX, AAM voice mail systems as well as voice recognition and IVR.
• Make changes to the voice network and call routing patterns as needed.
• Design call flows and vectors to ensure calls are efficiently routed to reduce wait times.
• Monitor and analyze call volume and hold time for trends and averages and works with other analyst and managers to improve staffing and scheduling.
• Maintain the Avaya telephone, voicemail and call management systems as well as speech recognition and voice recorders. Perform necessary back-up to ensure accurate archiving.
• Handle telecommunications-related technical issues with call center systems and applications.
• Assist in project management of various IT, telecommunications, and call center technologies.
• Perform in disaster recovery support, planning, testing and training.
• Work with customers to remediate “dead-zone” for messaging and paging.
• Serve as an escalation point for unresolved system and facility problems keeping call center operations and technical staff apprised of repair status.
• Provide call detail recording vendor with updated information on new line assignments to ensure accurate billing to internal departments.
• Maintain system documentation (schematics/design/implementation) with a focus on paging internal and external infrastructure to include transmitters, repeaters, specialized cable.
• Create databases and reports using various programs and tools such as SQL, Microsoft Access, Visual basic and Crystal reports. Design complex custom reports in Avaya CMS using report writer.
• Act as account manager for one or more of MSI’s customers, acting as a liaison on various technical and operational issues.
• Make presentations to customers regarding call center services and solutions.
• Administer the remote worker program by ensuring all necessary equipment and access is provisioned and tested. Train remote workers on applications and equipment.
• Assist in the training of end-users on office technologies, telephony and systems.
• Provide graphic design and media support for internal web applications used for E-Learning initiatives.
• Update department website and recommend enhancements.
• Assist with pager administration; activating and deactivating units and documenting in databases.
• Provide on-call after-hours coverage on a rotating basis; work off-hours during emergency situations, including inclement weather.
• Perform Microsoft updates to server’s after-hours as part of a rotation.

Skills:

Avaya, Voip, Telecommunications systems, Telecommunication, call center experience, pbx, Telecom, Troubleshooting, Telecom engineering, Cisco call manager

Top Skills Details:

Avaya,Voip,Telecommunications systems,Telecommunication,call center experience,pbx

Additional Skills & Qualifications:

General Responsibilities

• Administer Avaya and other telecommunications systems ensuring systems are backed-up and operational.
• Process inbound call center calls as needed.
• Perform other duties as assigned.

Supervisory Responsibilities

• N/A

Required Qualifications (unless otherwise noted)

• Associates degree in a technology field and/or related work experience.
• Minimum of five years of work experience in the field of telecommunications, including three years working in a call center environment performing analyst duties strongly preferred.
• Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint, and Outlook. Working knowledge of Microsoft Operating Systems applications and Access/SQL databases and Crystal Reports.
• Experienced working in a 24x7x365 call center environment and with associated telecommunications technology preferred.
• Excellent verbal and written communication skills.
• 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.
• 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 on-call and work a flexible schedule, including nights, weekends, and holidays.
• Ability and willingness to maintain confidentiality at every level
• Ability to lift and move office machinery and packages

Experience Level:

Intermediate Level

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.