Senior Telecom Analyst – Contact Center

Location: New Kensington

Job Type: Full Time / Permanent

Job Summary:  Manage telecommunication services and related technology including both on-premises, cloud-based systems, and related infrastructure. A successful candidate will have experience in the administration of phone systems and network technology and related disciplines.

Duties/Responsibilities:  (List In Order Of Importance) • Manage systems for both on-site and cloud-based VoIP PBX phone, voice mail, call-recording, automatic call distributor (ACD) systems, and call center applications. • Coordinating, reviewing, and performing all moves, adds, and changes on both the phone switch and in systems such as Openscape Call Center and Salesforce. • Provide design and integration support for the expansion and modernization of current Telecom services. • Make recommendations and implement strategies based on industry best practices related to contact center reporting and call routing workflows. • Monitor quality of service and collaborate with vendors, telecom carriers, and network monitoring services to ensure effective support of all related systems and services. • Handle system upgrades and escalations effectively and confidently. • Respond to Telecom related tickets clearly and effectively. • Maintain documentation related to all telephony systems and configurations, including extensions and toll-free numbers. • Other responsibilities include research and analysis for budgetary expenditures and making suggestions regarding purchases, improvements, and cost-saving processes.

Required Skills/Abilities: • Experience in supporting telecom technologies in a customer service call center environment through the use of applications such as Openscape Call Center and Salesforce. • Established history of supporting networking protocols such as TCP/IP, UDP, etc., and IP telephony protocols (H.323 and SIP) and related monitoring and troubleshooting tools. • Strong technical writing skills to support the creation of telecom processes, procedures, and standards. • Ability to manage both on-premises and cloud-based PBX systems, telecom equipment, CSUs, PRI, IP telephony, call recording, and voicemail systems. • Familiarly with a Siemens phone switch and related hardware. • Understanding of relational databases and data flow fundamentals. • Advanced knowledge or Microsoft Visio or related process flow design tools. • Ability to prioritize work and respond to events with minimal direct supervision. • Strong communication skills, both written and verbal. • Ability to handle multiple tasks and priorities, in a fast-paced environment in both a team and independent environment. • Strong judgment; quick, comprehensive decision-making; and demonstrated analytical and problem-solving skills. • Ability to deal with stressful situations in a calm, controlled, professional manner, while adhering to stringent deadlines.

Education And Experience (Minimum Requirements For Completion Of Job): • 5-8 years’ experience managing telephony systems. • Bachelor’s degree in related field required. • Telecom and Network certifications are a plus.

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