Telecommunications Analyst

Requisition : 34413

At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.
For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.
Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference.
Join us and help shape wherever we go next. You create your future and ours.

The Telecommuniations Analyst is responsible for supporting Terumo BCT’s global voice and collaboration systems, with a primary focus on Microsoft Teams Voice and NICE CXone contact center technologies. This position ensures reliable, high-quality voice and contact center services for users across the enterprise, including global call centers in the U.S. and Belgium. The analyst provides day-to-day technical support, configuration, and maintenance of cloud-based telephony systems, Session Border Controllers (SBCs), SIP trunking, call routing, and voice analytics.

The ideal candidate is a technically skilled, customer-focused professional who excels in troubleshooting, documentation, and cross-team collaboration in a global IT environment.

• Operate under the direction of the Manager, Network and Telecommunications to support enterprise voice and contact center systems.
• Configure, maintain, and optimize Microsoft Teams Voice including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and device policies.
• Administer and support NICE CXone contact center functionality including user provisioning, call flows, skill-based routing, IVRs, and reporting.
• Manage Session Border Controllers (Audio Codes, Ribbon, or equivalent) and SIP trunking to ensure stable and secure voice connectivity.
• Monitor and analyze system performance, voice quality, and utilization metrics; identify and resolve potential issues proactively.
• Coordinate with network engineering teams to maintain QoS, voice VLANs, and connectivity across on-premises and cloud environments.
• Provide Tier-2/3 support for complex Teams Voice and NICE CXone incidents, performing root cause analysis and remediation.
• Maintain clear documentation including call flows, dial plans, configuration guides, and operational procedures.
• Collaborate with security and infrastructure teams to ensure telephony solutions comply with IT governance and security policies.
• Evaluate new capabilities within Microsoft Teams and NICE CXone that improve efficiency, user experience, or business outcomes.
• Support ITIL-based processes for incident, problem, and change management and participate in Agile projects as needed.
• Participate in a global on-call rotation supporting enterprise voice and contact center operations.

• Must be able to work non-standard hours as needed.
• Occasional travel may be required to support U.S. and international sites.

• Bachelor’s degree in Computer Science, Information Technology, or related field — or equivalent combination of education and experience.

• Minimum 3 years experience supporting enterprise voice or unified communications systems.
• Hands‑on experience with Microsoft Teams Voice configuration and administration.
• Experience supporting or maintaining cloud-based contact center solutions (NICE CXone strongly preferred).
• Experience managing SBCs, SIP trunking, and call routing.
• Working knowledge of network fundamentals (IP addressing, QoS, routing, switching, VLANs).
• Experience working in global or multi‑site environments is preferred.

• Deep understanding of Microsoft Teams Voice…