Job details
Job type full-time
Full job description
The role
We are looking for an experienced telecom analyst to join our teamThe telecom analyst role includes reviewing, analyzing, and maintaining the solera telecommunications systemThis role is involved in every stage of development and implementation of the system and assists in designing and developing the system, providing customer support and training of the system`s features and functionality, and helping to keep the system maintained and functioning over time.
We require a technically-skilled individual with a keen eye for detail, a tenacious mind-set to overcome obstacles and a focus on quality, to work within the global it operations team.
What you’ll do
Design, configure, document and maintain call routing for new clients on incontact and avaya
Modify client configurations as requested by work force management, operations leaders, sales, etc.
Adding, removing, and modifying studio actions and modifying ivr scripting based on business needs
Create and manage user accounts in incontact, onboarding/offboarding
Create and manage user accounts in avaya pbx/ voicemail/cms
Create, update and distribute knowledge base documents
Provide individual and teams training sessions as required
Place new orders, execute port orders, maintain documentation of toll free and did numbers
Manage recording /storing/adding audio files/ivr announcements to scripts
Manage carrier magna5 account
Retrieve incontact call recordings from ftp server
Request call recordings be restored from aws long term storage
Evaluate and resolve emergency operations request
Reporting support (creating custom reports/updating/scheduling, etc)
Email monitoring
Process jira tickets for support and new account request, etc.
Manage tier 2 level support calls (audio quality, polycom, max, cxone softphone, avaya softphone, etc.)
Modifies, repairs and conducts preventive maintenance on internal/in-house telecommunication equipment and related systems.
Assists in the development of new internal programs or modifications of current systems.
What you’ll bring
Associate`s degree in information technology, computer science, other relevant field, or equivalent relevant experience; bachelor`s degree preferred
5+ years contact center acd/ivr experience
Exemplary expertise and knowledge in telecommunications, contact center, and related technologies
Excellent triage and advanced troubleshooting skills
Global delivery, implementation and support
Experience supporting customer regulatory requirements including but not limited to hippa, pci, sox, fisma etc.
Experience provisioning/supporting toll free numbers, did’s, (global experience a plus)
Superior in-depth knowledge of incontact products and associated technologies
Central administration
Inbound contact center
Outbound contact center
Screen pops
Scripting
Api integrations
Cx one softphones
Polycom hardphones
Experience with avaya administration – (a plus but not required )
S8730 servers – cm5.2 software
S8510 ess – enterprise survivable server
G650 media gateways
Aes – application enablement server
Avaya ip softphone
Avaya one x softphone
Avaya ip agent
Cms r16
Technical skill-set, with problem resolution skills in contact center, telecommunications, lan/wan, cloud-based software, security, etc.
Workforce management experience a plus
Project management skills a plus
Excellent communication and presentation skills with both c-level and day to day operations stakeholders
Communicate in an effective and professional way with customers in and outside of business
Self-motivated with the ability to prioritize, manage multiple tasks, work well under pressure to meet deadlines
Excellent analytical, comprehension, communication, writing, and interpersonal skills.
On call rotation required
All other related and/or additional responsibilities that may be required or assigned.
It is impossible to list every requirement for, or responsibility of, any positionSimilarly, we cannot identify all the skills a position may require since job responsibilities and the company’s needs may change over timeTherefore, the above job description is not comprehensive or exhaustiveThe company reserves the right to adjust, add to or eliminate any aspect of the above descriptionThe company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
Applicants must be currently authorized to work in the united states on a full-time basis without the need for employer sponsorship.
Equal opportunity employer
Solera holdings, inc., and its us subsidiaries (together, solera) is an equal employment opportunity employerThe firm`s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable lawThe firm also prohibits harassment of applicants or employees based on any of these protected categories.
