Telecommunications Analyst III-Hybrid

Telecommunications Analyst III-Hybrid

Telecommunications Analyst III performs administration, operations, and maintenance of IP PBX phone systems and associated applications including escalated support for troubleshooting and problem resolution of voice related issues. This role performs under minimum supervision of the Technical Support Manager and assists with consultation to business unit management and staff for telecommunications design and configuration in a multi-location environment.

• Designs, maintains, and implements call routing changes to Auto Call Distributor (ACD) for Contact Centers and other department operations.
• Experienced with ACD concepts and programming of VDNs, Vectors, and Skills.
• Understands ACD Reporting systems and assists business unit management with reading and evaluating ACD reports for service levels, trends, and other statistics.
• Configures and manages SIP and H323 based telephony equipment and applications.
• Coordinates the installation of systems and applications and resolves telephony problems, malfunctions, hardware, and software upgrades.
• Delivers orientation and training to other business unit employees.
• Designs and implements call handling and trunk/traffic configuration changes.
• Develops and updates procedures and support documentation for IP PBX phone systems administration and end user support.
• Identifies, diagnoses, and resolves problems affecting call quality.
• Maintains business relationship with Telecommunications vendors and carriers.
• Manages the provisioning of corporate cellular telephone products and services.
• Monitors reliability, performance, recoverability, and security of telephony server hardware, operating systems, and certain infrastructure applications.
• Participates in disaster recovery planning and simulations.
• Performs complex testing; identifies and resolves complex problems affecting performance; and monitors IP telephony resources.
• Assists Tech Support Management in negotiating various voice and data contracts to support business requirements.
• Reviews and analyzes monthly voice and data carrier phone bills and services for accuracy of charges and potential billing errors.
• Supports Finance and Accounting departments with budgetary analysis of telecommunication costs.
• Assists in developing presentations of information to management.
• Works within and directly impacts their function, occasionally interacts with other departments.
• Other duties as assigned.

Education

• Preferred: 4 Year / Bachelors Degree.
• Preferred:
  Bachelor's degree in related field and project management experience preferred.

Experience

• Minimum 4 years of experience.
• Preferred 6 years of experience.
• Must have a demonstrated thorough working knowledge and 4-6 years of hands‑on experience with IP/PBX phone systems administration and a working knowledge of telecommunications concepts, practices, and procedures such as telephony translations and Auto Call Distribution.

Knowledge, Skills & Ability

• Must have successfully completed Avaya Administration training or possess demonstrated experience.
• Must have a working knowledge of the Microsoft suite of office products.
• Experience with LAN/WAN networking concepts related to IP PBX phone systems to include SIP and Quality of Service (QOS).
• Strong customer service & communication skills.
• Must demonstrate analytical skills.
• Contribute to large projects and are a force of proposition on their scope of work towards improvements and achievement.

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.

USD $36.32 - USD $54.48 /Hr.