Telecommunications Analyst

Must have call center experience with call center release 3.0 or higher, VOIP and have worked with an enterprise environment of at least 1000 clients

Responsibilities :

. Design, create, maintain, and administer telecommunications infrastructure standards across branch and satellite locations.

. Provide support inclusive of Avaya Call Center and Call Center type applications and technology.

. Provide level 1 type communication support calls to local branch offices.

. Upgrade and maintain the telecommunications network, PC hardware, network Servers and software.

. Administer Avaya IP telephony and Modular Messaging Solutions, as well as support Legacy Definity PBXs and Octel Voicemail systems within assigned regions in the Telecommunications Group of Information Technology Services (ITS).

. Resolve Telecommunications problems within assigned regions and coordinate with vendors and end-users as required. Escalate to Telecommunications Senior Specialist and/or Manager as appropriate. Provide project status and documentation.

. Support and administer technology within consumer call centers inclusive, but not limited to, Programming Call Vectoring, VDN, Hunt Group, and Disaster Recovery Applications.

. Responsible for PBX programming, call accounting, ARS and route patterns, trunking designs, and dial plans such as UDP and ACD.

. Support, administer, implement, and document Polycom Video conferencing units throughout selected offices.

. Assist with generating Purchase Requisitions to Telecommunications Senior Specialist and/or Manager for approved equipment purchases within project responsibility.

. Maintain Avaya CentreVu CMS and Veramark Ecas (Call Accounting) systems.

. Perform routine backups and system patching.

. Coordinate Telecommunications requirements for branch office openings, relocation, and closings, inclusive, but not limited to cabling, circuit orders/disconnects and system purchase and maintenance contracts.

. Work closely with Telecommunications Administrative Analysts to ensure that telecommunications lines are documented properly in in-house databases, as well as bill management s Web portal.

. Coordinate with business groups and Telecommunications Administrative Analysts for local, long distance, 800 and 800 call flow, and feature orders.

. Provide status updates to Telecommunications Senior Specialist for project plans and documentation in connection with the implementation of new technologies and branch openings.

. Coordinate voice and data MACs, including cross connects and updating documentation on a timely basis.

. Routinely monitor Telecommunication equipment system health, disk usage, and run usage reports as required by Telecommunications Senior Specialist.

. Perform daily ticket request completions inclusive of providing end-user documentation and updating internal Telecommunications/Network documentation records.

. Provide support for voicemail and office telephone equipment.

. Coordinate and resolve equipment issues and line outages with vendors and personnel.

. Troubleshoot server hardware issues and work closely with WAN/LAN personnel.

. Perform other related duties as assigned.

Qualifications :

(ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED)

. A degree in Computer Science or Business Computing is preferred. Experience may be substituted on a year for year basis.

. A minimum of 5 years of hands-on technical experience is required.

. A minimum of 3 years of experience in a Windows 2003 network environment is required.

. Proficiency on all aspects of Avaya IP telephone, Avaya/Client/Telecommunication Definity PBXs, Octel VoiceMail, Intuity, and Avaya Modular Messaging systems is essential.

. Must be proficient in Avaya CentreVu CMS and Able to complete PBX high-level call center programming inclusive of ACD, UCD, call vector and DNIS commands. Experience with Telecommunication 800 Call Flows and Route is a plus.

. Flexibility and an understanding of a wide range of Telecommunications concepts, practices, and procedures is vital.

. The ability to troubleshoot Workstation connectivity and perform minor repairs of network components is necessary.

. Understanding convergent technologies as they apply to Telecommunications is essential.

. Strong technical, analytical, and communication skills are vital.

. Must be able to manage multiple tasks.

Required Skills:
AVAYA CALL CENTER, AVAYA CALL CENTER 3.0, AVAYA, VOIP, V.O.I.P.df-tc

Experience/Skills
See Above