Telecomm Application Support Analyst

As a member of the Telecommunications team, the Application Support role is responsible for the implementation, maintenance, upgrades, and support of call center applications and related telephony solutions. We are looking for an experienced person with technical expertise in supporting Avaya and Verint products and multiple peripheral applications. The role requires strong analytical skills, use of data reporting tools, understanding of complex databases, and prior programming knowledge with any language.

• Provide call center application support to key business unit supervisors, quality control team members, and support user configurations and issue resolution.
• Work with the vendor to ensure applications are optimized, review future releases and relate the impacts to team members and business units, and plan/implement solution upgrades and additions.
• Use strong analytic skills, data analysis and understanding of data structures to create multi-platform reporting. Ability to create trend analysis and exception reporting.
• Engage with appropriate stakeholders to develop system requirements deliverables, work with business units to test solutions, obtain sign-off, and prepare documentation for internal change control. Strong communications skills are necessary to be able to effectively show how proposed solutions support the business units’ desired goals.
• Strong analytical ability to diagnose complex system issues and provide resolution. Actively monitor systems on a daily basis and respond proactively to alerts and/or outliers.
• Ability to create call flow scripts and diagram the solution. Prior programming skills with any programming language are highly encouraged. Ability to understand XML/VXML code and editor tools and work with internal programming teams to implement solutions. Ability to read and comprehend complex output logs used in troubleshooting issues.
• Ability to manage multiple projects in addition to daily work. Ability to plan, document, coordinate, and sequence tasks to effectively complete committed deliverables.
• Document and perform business continuity testing of solutions.
• Assist telecom department with general user support including moves, troubleshooting, and general assistance. Be able to obtain a working knowledge of key phone system technologies.
• After hours work is required in addition to providing on-call support.
• Normal work hours: 7:30am-4:30pm

• Strong Microsoft Excel and Visio experience is a must. Understanding of databases is strongly preferred.
• Microsoft Server 201X/202X, Linux, and IP network familiarity are highly desired.
• A bachelor’s degree in Computer Science, Engineering, or a related discipline is preferred.
• 5+ years of working with call center applications in a system support role.