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Contract Telecom Analyst Opportunity in Addison, TX
JOB SUMMARY:
This position is responsible for all aspects of Telecom design, installation and troubleshooting across the enterprise. This individual will provide technical telecom expertise across a broad range of platforms and technologies and as such must have a broad range of technical knowledge and experience. This position is responsible for coordinating telephony system installations, provisioning and troubleshooting of telephony systems, providing telephony solutions to call centers, coordinate MAC activity and the ability to manage multi-task voice related telecom projects.
Ensures the delivery of exceptional customer service by insuring company telephony systems, telecom solutions, and Service Level Agreements are properly delivered or adhered to. Implementing policies, procedures, and training that will help all Concentra Colleagues insure proper use of company telephony assets. This individual will insure that these things are done while putting all customers (internal and external) first and displaying:
o A healing focus
o A selfless heart
o A tireless resolve
All efforts must have the well-being of our customers, our colleagues, and our business as the top priority.
MAJOR DUTIES AND RESPONSIBILITIES:
· Responsible for all aspects of telephony support
· Work with Avaya PBX’s and adjuncts (CMS, Audix) and vectoring
· Troubleshoot phone system issues
· Coordinate and manage several voice related telecom projects
· Identify and provide solutions for phone system’s operational and technical problems
· Coordinate telephony solutions impacting Avaya, Nortel and Cisco platforms
· Manage tickets assigned to the group by addressing issues and responding to customers
· Help resolve day to day issues
· Work closely with remote lead technicians during turn-ups and moves.
· Provision orders to telecom carriers for access and local services
· Work with other support teams on any move, add, change (MAC) activity
· Make sure that Service Level Agreements are adhered to by the carriers and constantly tracks and recommends new processes to rectify issues
SCOPE MEASURES:
Some people management may be required.
Project management of Telecom initiatives is required.
EDUCATION/CREDENTIALS:
LIST THE MINIMUM EDUCATION AND/OR CREDENTIALS REQUIRED:
Bachelors Degree preferred or related professional experience
JOB-RELATED EXPERIENCE:
· 5+ years experience with Avaya PBX and adjuncts (CMS, Audix) and vectoring
· 3+ years experience with Cisco VoIP platform
· 5+ years experience coordinating telecom solutions for call center environments
· 5+ years experience with Nortel BCM platforms
· Previous experience in managing multi-task voice related projects
· Previous experience in project managing carriers and telephony system providers to deliver solutions in a timely manner
JOB-RELATED SKILLS/COMPETENCIES:
· Excellent communication (both written and verbal),
· Organizational and analytical skills
· Possess the ability to interact professionally with Senior Leadership
· Excellent leadership skills and the ability to unify and empower multiple groups to achieving the same goal
· Ability to interact with technical staff across multiple systems and disciplines-High degree of self-sufficiency, ownership, and pride of deliverables
· Project management skills
If you have this experience, feel you are a fit for this position, and are interested, please answer the questions below:
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Regards,
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