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Job Information
Job title

Senior Telecom Analyst

Company Harvey Nash Plc
Wage Not specified
Location United States, Massachusetts, Chelmsford
Employment type Full Time
Education Bachelor
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 12/15/2007
Description
This role exists to ensure telecomm reliability and ensure best in class delivery of voice technology solutions for our call centers. As a member of Telecom Services group, this individual will design, implement and provide consultation to the divisions Information Technology call center technologies. This position will take collaborative responsibility with the divisions subject matter experts to understand all relevant business processes and rules regarding call center /telecom applications projects and recommend and/or provide timely solutions to derive efficiencies.


Involved in the planning and scheduling of call center/telecom projects, works with clients to gather requirements and to present a customized solution. Create detailed documentation developed by defining scope and objectives through research, analysis and thorough understanding of business systems and operations. (30 %)

Prepare proposals, technical specifications (call flows), testing and delivery plans, gather requirements, design and project manage the deployment of voice technologies/communications. (30 %)

Analyze, manage testing process, and implement enhancements/solutions. Test and prove results of programming to ensure user requirements have been met. Ensure the quality assurance of test scripts, coordination of testing resources and oversight of issues management through appropriate reporting and regression testing. (20 %)

Provide support on current solutions and serve as an escalation point for routing problems and complex inquiries and act as admin to the IVR machines. (10 %)

Maintain knowledge and understanding of business operations and objectives by partnering with appropriate cross-functional team. Utilize disciplines and Project Management to update documentation and communication of all initiatives including launch of new initiatives, status updates on current projects and changes to call flows. ( 10%)

BS degree or work equivalency

Project management experience in IVR or call center technologies.
Strong technology discipline with a focus on scoping requirements, solution design, quality assurance testing, and solution implementation.
Strong technical aptitude.
Excellent communication and presentation skills.
Strong organizational and analytical skills.
Multi-tasked and detail oriented.
Experience with and understanding of call center technology applications preferred. Cross training ability.
Knowledge of AVAYA systems preferred.
Good troubleshooting and problem resolution skills.
Ability to work in a team environment

Project Management skills a plus.

5+years experience, in a complex, multi call multi skill center environment.
5+ years experience in formal business analysis.
5+ years experience overall Voice Technologies, (IVR, PBX, ACD) or has the equivalency of work experience with a wide variety of call center systems, software and reporting
Proven experience using wide array of systems and software including Microsoft Project, Excel and Visio.df-tc

Experience/Skills
See Above

Other desired skills:
Senior Telecom Analyst
This job has expired.