Telcom Analyst

The Role We are looking for an experienced Telecom Analyst to join our team. The Telecom Analyst role includes reviewing, analyzing, and maintaining the Solera telecommunications system. This role is involved in every stage of development and implementation of the system and assists in designing and developing the system, providing customer support and training of the system's features and functionality, and helping to keep the system maintained and functioning over time. We require a technically-skilled individual with a keen eye for detail, a tenacious mind-set to overcome obstacles and a focus on quality, to work within the Global IT Operations Team. What You’ll Do Design, configure, document and maintain call routing for new clients on inContact and Avaya Modify client configurations as requested by Work Force Management, Operations Leaders, Sales, etc. Adding, removing, and modifying studio actions and modifying IVR scripting based on business needs Create and manage user accounts in inContact, onboarding/offboarding Create and manage user accounts in Avaya PBX/ VoiceMail/CMS Create, update and distribute knowledge base documents Provide individual and Teams training sessions as required Place new orders, execute Port orders, maintain documentation of toll free and DID numbers Manage recording /storing/adding audio files/IVR announcements to scripts Manage carrier Magna5 account Retrieve inContact call recordings from FTP server Request call recordings be restored from AWS long term storage Evaluate and resolve Emergency Operations request Reporting support (creating custom reports/updating/scheduling, etc) Email Monitoring Process Jira Tickets for support and new account request, etc. Manage tier 2 level support calls (audio quality, Polycom, MAX, CXOne Softphone, Avaya Softphone, etc.) Modifies, repairs and conducts preventive maintenance on internal/in-house telecommunication equipment and related systems. Assists in the development of new internal programs or modifications of current systems. What You’ll Bring Associate's Degree in Information Technology, Computer Science, other relevant field, or equivalent relevant experience; Bachelor's Degree preferred 5 years Contact Center ACD/IVR Experience Exemplary expertise and knowledge in telecommunications, contact center, and related technologies Excellent triage and advanced troubleshooting skills Global Delivery, Implementation and Support Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc. Experience provisioning/supporting toll free numbers, DID’s, (Global experience a plus) Superior in-depth knowledge of inContact products and associated technologies Central Administration Inbound contact center Outbound contact center Screen Pops Scripting API Integrations CX One Softphones Polycom Hardphones Experience with Avaya Administration – (a plus but not required ) S8730 Servers – CM5.2 software S8510 ESS – Enterprise Survivable Server G650 Media Gateways AES – Application Enablement Server Avaya IP Softphone Avaya One X Softphone Avaya IP Agent CMS R16 Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc. Workforce Management Experience a plus Project management skills a plus Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders Communicate in an effective and professional way with customers in and outside of business Self-Motivated with the ability to prioritize, manage multiple tasks, work well under pressure to meet deadlines Excellent analytical, comprehension, communication, writing, and interpersonal skills. On Call Rotation required All other related and/or additional responsibilities that may be required or assigned. It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs. Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer sponsorship. EQUAL OPPORTUNITY EMPLOYER SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.