Job Description

JOB SUMMARY The Network Services Telephony Network Analyst position will be part of a team that provides day-to-day management, programming and technical oversight for the IP Voice systems supporting Customer Engagement Centers (CECs) located throughout the world. The incumbent will be responsible for the daily operations and configuration of the CEC Voice Services infrastructure in support of Sales, Loyalty Care and Groups Sales and other consumers. This includes but is not limited to the Avaya Call Center Technologies platform, Nice/Incontact CCaaS Platform, Voice Mail, Oracle SBC\xe2\x80\x99s (formally Acme) and their respected peripherals. The individual will be involved in key activities from project lead, solution identification, deployment, operational readiness and post implementation support.

REQUIREMENTS

• Relevant qualification in Telecommunications or Data Networking
• 5+ years\xe2\x80\x99 experience of technical support experience with ACD/PBX, adjuncts and interfaces in a multi-site call center environment
• Working knowledge of Avaya Call Management Systems, Session Manager, Communications Manager, Interaction Center, Workforce Optimization, One-X Agent and Central Management, System Manager (SMGR) highly desired.
• Working knowledge of various IVR technologies including Avaya, Nuance and carrier based offerings.
• Working knowledge of SIP & Session Border Controllers
• Experience on voicemail and a Call Accounting Systems.
• Exposure to and experience with Call Center as a Service (CCaaS) Cloud solutions.
• Strong communications skills with local/regional carriers to facilitate procurement of new services and the troubleshooting/restoration of existing services.
• Ability to review and analyze carrier billing formats to determine validity of monthly bills and to determine least cost carrier options.
• Experience in providing direction and performing responsibilities via influence (as opposed to line management authority).
• Proven success in introducing major change to process, procedure or training.
• Ability to participate in on-call rotation to support 24x7 business operations.
• Experience using MS Office (including Project and Visio) and SharePoint required.
• System-related professional certifications desired