Voice Analyst (Telecom Support)
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Job Location:
Orlando, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Nemours is seeking a Voice Analyst (Telecom Support) to join our Nemours Childrens Health team in Orlando Florida.
The Communications Analyst is a technical position responsible to perform various work functions in support of the Telecom team. This position will require 3 years of senior level knowledge of Cisco CUCM Unity Connection and contact center technologies. Administration experience with contact center technologies from any of the top vendors such as Talkdesk Genesys Five9 or UCCE is acceptable. This will include the analysis and resolution of system hardware software and networking issues. A working knowledge of telecommunication networks and their supporting systems is also required.
In addition this position will define project requirements estimate project tasks and provide industry knowledge in performing basic and advanced tasks associated with administration responsibilities.
Essential Functions:
- Coordinate vendors maintenance and upgrades to minimize downtime and/or impact on end users.
- Proactively monitor and analyze system resources to ensure optimal performance and develop plans to accommodate capacity for future growth.
- Perform routine systems tasks and resolve assigned Help Desk tickets in a manner consistent with service level guidelines and Nemours customer service expectations.
- Interact with customers and establish customer relationships to gather and analyze customer needs assess available resources and determine optimal solutions.
- Develop project plans incorporating resource estimates (time cost etc) for project tasks and manage projects as assigned.
- Collaborate with members of other enterprise functional teams to proactively assess team impact and ensure goals/objectives are supported.
- Advise management on technological aspects of the position evaluate vendor products and make recommendations on product/service selection and current system upgrades.
- Train educate and mentor staff as necessary.
- Provide software oriented administrative support on Cisco communication platforms execute procedures for end-user oriented break/fix repair and move add change (MAC) requests.
Job Requirements:
- Associates Degree in Computer Science Business orInformation Technology preferred. Equivalent work experience can be considered in lieu of degree.
- Minimum of3-5 years of technology focused experience required.
- Experience with voice technologies is desired specifically with Cisco CUCM Unity Connection TalkDesk Microsoft Teams Voice and/or cloud contact center platforms.
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Required Experience:
IC
Key Skills
About Company
Nemours Children’s Health is an internationally recognized children’s health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children’s hospitals — Nemours Children’s Hospital, Delaware an ... View more
