Job Description :
Telecom Analyst (AVAYA)
Location: Webster, MA
Duration: full time
Job Summary
Avaya administration required, advanced network skills, excellent organization and strong communication skills also required.
Familiar with NICE, NUANCE, Veramark, Cisco and Microsoft. Design and implement moderate ACD applications including all aspects of network call routing such as; VoIP, VDNs, Vectors, Hunt Groups and subsequent ACD report generation.
Provide technical and analytical support for moderate voice and data communication initiatives, and/or operational enhancements. Support administration of voice platforms and communication systems, and associated business specific applications and platforms in the North American region. Participate in support strategies to ensure the integrity and availability of all enterprise voice platforms which include, but are not limited to, telephony systems and applications, voice related data, messaging, and all associated PBX, LAN and WAN network connectivity.
Knowledge, Skills and Abilities
Education: Bachelor''s Degree or professional level of knowledge in a specialized field, or equivalent, related experience.
Experience: 2 - 4 years - or Associates Degree equivalent plus 4 - 6 years.
Knowledge: Complete understanding and knowledge of industry practices, standards, and concepts within field of work. Applies them to perform or lead work requiring extensive analytical business skills.
Decision Making: Makes decisions related to a wide variety of situations within management limits. Interprets guidelines and procedures, applying judgment and discretion. Decisions influence portions of a project, client relationships and/or expenditures.
Supervision Received: Works independently under general supervision. Work reviewed for overall adequacy in meeting objectives.
Leadership: May provide training and guidance to less experienced staff.
Problem Solving /Operations/Direct Work Involvement: Develops solutions to a variety of problems, typically of moderate scope and complexity. Refers to and interprets policies and practices for guidance.
Client Contacts: Manages internal and external relationships. Represents organization as prime contact for projects and other necessary communications. Interaction may include senior internal and external personnel on significant matters often requiring complex coordination between organizations. Communication involves persuasion and negotiation, as applicable. Seeks ways of improving client service.
Additional Knowledge, Skills and Abilities
Demonstrated mastery of the duties and responsibilities of the Telecom Analyst II position required.
Effective interpersonal, presentation, and communication skills, both written and verbal is essential.
Understanding of the business and technical elements of the insurance business preferred.
Knowledge and experience with project management methodology is beneficial.
Proficiency in the use of a variety of query tools and test data selection.
Ability to participate in geographically dispersed teams, which include remote locations.
Proficiency in the use of desktop applications.
Proven ability to become proficient with new tools and techniques as they emerge.
Certification or professional designation in Voice, Data, Communications or other technical area such as Avaya, Cisco, Convergence, and Project Management is beneficial.
Excellent troubleshooting, planning, organization, and analytical skills required.
Knowledge of networks, including routing protocols and topologies is desirable.
Basic understanding of VoIP technologies and IP offerings.
Ability to be proactive, results oriented, and accountable for the quality of work produced.
Essential Duties and Responsibilities
1. Participate in the implementation, deployment, and support of voice and data communication platforms and solutions which include, but is not limited to:
a. Work with end users to implement solutions, in some cases providing an overview of features and functions for related systems.
b. May develop, document, and participate in test plans to ensure fulfillment of requirements and successful project implementation.
c. Prepare user reference materials and/or training materials when appropriate.
d. Monitor and assess production systems. When required is a liaison with vendor representatives and support teams for problem resolution.
e. Participate with teammates in reviewing designs to ensure they meet the business requirement of the customer.
2. Perform research and analysis activities including, but not limited to:
a. Research, coordinate, and track problems to resolution.
b. Investigate and recommend system, policy and/or procedural improvements.
c. Perform workflow analysis, create workflow diagrams, and make recommendations for procedural improvements.
d. Perform analysis necessary to ensure effective implementation of voice and data communication platforms.
e. Support ad hoc research projects.
3. Review/evaluate vendor software packages to meet established business needs.
4. Support administrative functions for voice platforms including systems from Avaya, NICE, NUANCE, Veramark, Cisco, Microsoft.
5. Provide tier-II support and troubleshooting to resolve problems with voice and data communications components, and network services. Coordinate resolution with appropriate vendors and other support departments when required.
6. Conduct and facilitate system performance monitoring which may include traffic analyses, error log interpretation and verification; recommend changes and/or enhancements for maximum efficiency.
7. Work with internal customers to assist in the development of new applications and to modify current configurations to optimize call handling and ultimately, customer experience. Educate internal customers on the availability and use of various voice platform tools.
8. Design and implement moderate ACD applications including all aspects of network call routing, such as VoIP, VDNs, Vectors, Hunt Groups and subsequent ACD report generation.
9. Assist internal customers with application report interpretation while maintaining consideration for recommendations to enhance call processing and customer service.
10. Using various databases and tools, compile, analyze, and validate data utilized to generate performance and statistical reports.
11. Provide support and analysis for voice processing systems and associated applications, including voice recording, automated response systems (IVR/VRU), workforce management.
12. Develop, maintain and validate documentation for ACD/Call Center configurations, call flow diagrams, local and wide area network configurations, and connectivity to various vendor services, business partners, or other MAPRE organizations.
Secondary Duties and Responsibilities
Develop and document procedures for system integrity testing, including voice and data capacity, call processing and work flow. Identify areas for knowledge transfer and cross training to other team member as needed.
Remain current on new technologies, products, services, protocols, and standards in support of voice and data communications, networks, application development, and equipment procurement. Recommend new technologies that may be beneficial to the organization.
Develop, implement, maintain standards, policies and procedures, and associated training information for appropriate use of voice and data systems or applications.
Participate in projects that involve technical or analytical tasks associated with implementations of new functionality or equipment.
Participate in on-call rotation to provide 7 x 24 resource availability.
Disclaimer Statement
The statements made in the job description are intended to describe the general nature and level of work being performed by people assigned to this job. These statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of the people assigned to this job.
Looking forward for your response.