Telecommunications Analyst

The Telecommunications Analyst will perform operational duties to support telephony infrastructure including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting, and call recording. This role will work on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, support, and technical analysis of hardware, software, or networks. The successful candidate will be responsible for working closely with the other Telecommunication Team members, Technical Support, and business operations departments to ensure the efficiency and effectiveness of the system operations.

Qualifications:

Must-Have:

Associate degree (or higher) OR 4+ years of IT experience. Fluent in English (both verbal & written).

2+ years of IT customer support experience.

2+ years of hands-on job experience in the telecommunication industry working on PBX and Call Center systems.

3+ years' experience with windows-based applications (Word, Excel, PowerPoint, Outlook, and Visio)

Preferred Have:

Contact Center or Contact Center as a Service Deployment experience

Hands-on experience setting up IVRs and call flows

Responsibilities:

The Telecommunications Analyst will perform operational duties to support Zebra's telephony infrastructure, including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting and call recording.

Will be responsible for working on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, documentation, support, and technical analysis of hardware, software, or networks.

Will be responsible for working closely with the other Telecommunication Team members, Technical Support, and business operations departments to ensure the efficiency and effectiveness of the system operations.

Will be responsible for the Unified Communications and Contact Center technical support documentation (creating Knowledge Documents)

Will be responsible for documenting the Contact Centers' High and Low-level architecture

Will be responsible for documenting Unified Communications' High and Low-level architecture

Will be responsible for creating Visio diagrams of the architecture and call flows

Will be responsible for effectively communicating explanations and interpretations of documents created

Will be responsible for the analysis of the current state of the Telecom infrastructure/landscape