Voice Analyst

Duties: Job Summary: Under general direction, troubleshoots for voice network infrastructure issues that may include: PBX hardware and configuration, cabling, and phone configurations across the campus and in branch locations. Works closely with engineers to test new technology solutions and document steps for problem resolution and outage situations. Applies specialized domain knowledge to monitor, assess, analyze and evaluate processes and data. Makes judgements and recommendations based on experience, analysis and knowledge. Essential Duties and Responsibilities:

• Performs all break/fix and move/add/change/delete work related to telephony issues in the firm while following established guidelines.
• Consults with users to determine telephony needs, makes recommendations and builds solutions.
• Analyzes problems with telephony services and systems in order to recommend and implement solutions.
• Tests solutions to ensure they meet firm standards and user requirements.
• Documents all new and modified processes and procedures, as well as solutions for support teams.
• Creates technical documentation and maintains currency and accuracy.
• Monitors and responds to automated alerts, incident tickets and change orders related to branch or home office phone systems.
• Serves as s point of contact for escalated telephony issues.
• Provides support and user administration for the phone recording system.
• Provides maintenance and troubleshooting support including patches, upgrades and hardware.
• Provides support and training to users in the firm on use of voice equipment and services.
• Leads vendor dispatch to remote locations for testing, repair, troubleshooting equipment, circuits and services.
• Leads automation and process improvement efforts for telephony and voice technologies.
• May lead small projects and support project work.
• Performs other duties and responsibilities as assigned.

Skills: Knowledge of the following:

• Administration and support experience with Avaya Communication Manager required.
• Administration and support experience with one or more of the following preferred: CS1000, Option 11/ 61/ 81, BCM, Norstar.
• Advanced knowledge and experience with Voicemail Platforms including Avaya Aura Messaging, Call Pilot, and/or Audix required.
• Strong background in creating technical documentation and in leading automation and process improvement efforts required.
• Ability to handle escalated/complex break/fix and move/add/change situations required.
• Administration and support experience with SIP protocol highly preferred.
• Knowledge of VoIP implementation and support including IP Phone/trunks and IP networking highly preferred.
• Knowledge of the following preferred Basic telephony: TDM, POTS. Basic cabling infrastructure. Video transport protocols H.320 and H.323. ISDN architecture and implementation. System and Session Manager. Avaya Aura Contact Center. Call Recording platforms (NICE). Call Accounting Software (Veramark, Calero). Hoot and Holler (Speakerbus). Turrets (Speakerbus). ACME packet session border controllers (SBC). Video conferencing platforms (Polycoms).

Competencies and Behaviors:

Analysis: Identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions.

Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences.

Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise. Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals. Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.

Keywords:

Education: Bachelor's Degree (B.S.) in MIS, Computer Sciences or a related degree with a minimum of three (3) years of relevant experience in a technology or telecom environment. ~or~ A combination of education, training and experience