Avaya Telecom Analyst Job in Bedford 76021, Texas US

 

Responsible for all activities related to the design, configuration, management and support of telecom equipment and systems for Beryl’s in-bound and out-bound Contact Center, including, telephony technology (Avaya), recording technology (NICE), Call Center and customers. 

 

This position provides technical expertise and support to all business and IT sponsored telecom projects and is responsible for all on-going maintenance, installation and configuration of hardware and software components, servers and network infrastructure around telecommunications equipment. 

 

This role serves as a partner to Beryl’s Operations, Sales, Clients, Account Management and Implementation Teams and as such must demonstrate strong customer service and client interaction skill sets. 

 

Key performance indicators to include system performance and system availability.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following and other duties may be assigned.

 

Will work across multiple IT disciplines including telecom, networking, systems and desktop administration.

 

Will support an in-bound contact center serving multiple clients, each with multiple toll-free and local phone lines.

 

Will support multi-platform technologies including Avaya, CCE, AES, CMS, Audix, Symon, IEX, NICE and ATT RouteIT in a complex Contact Center environment, which includes, installing, troubleshooting, repairing and maintaining telecommunications equipment.

 

Assists with analysis of technical problems and identifies and prioritizes resolutions based on business needs.

 

Provide technical expertise and advice on tasks related to infrastructure projects, with regards to business continuity and disaster recovery.

 

Forms strong relationships and partnerships with Telecom providers (ATT and Verizon), LEC’s, CLEC’s and wireless.

 

Responsible, for the coordination, installation, configuration, operation and on-going maintenance for all Beryl toll-Free number services, T1 and DS3.

 

 

Provide 24 X 7 support for the telephony infrastructure environments, including on call support.

 

Work closely with Operations, internal customers, external clients and outside vendors to effectively plan, deploy and maintain telephony infrastructure.

 

Works closely with Beryl’s internal client management teams to advise on call center technology ensuring client customization, specialized routing, multiple lines and customization as necessary.

  

Work closely with all necessary departments to ensure smooth integration of all products into the telephony environment.

 

Provides for consulting with other departments to provide technical guidance and assistance in identifying ways to leverage technology, improve business processes, and implement solutions where they will yield cost efficiencies and/or competitive advantages.

  

Responsible and accountable for the implementation and support of customer voice and data
applications and support advanced routing.

 

Provide technical support and coordination with the on-site system administrators and solve
technical and operational problems.

 

Will support the Blackberry Enterprise Server and Blackberry PDA’s as well as other wireless telephones and network devices.

 

 

REQUIREMENTS

 

Absolutely must have 5+ years experience with telecom/carrier and telephone protocols, design, development and deployment along with industry experience in call center management working with switch technology, hardware solutions, quality management and workforce management systems.

 

Advanced knowledge of Avaya equipment and software, including 87xx switch platform, AES, CCE, Audix and CMS. 

 

Experience with enterprise voice recording systems, preferably NICE Perform.

 

Experience with workforce management solution, preferably IEX TotalView.

 

Absolutely must have experience prioritizing and managing multiple clients, projects and requests in a self-directed work environment.  

 

Must have 5+ years of experience working with a telephony infrastructure including VoIP.

 

Bachelors degree or equivalent combination of education and experience.

 

Demonstrated ability to analyze technical problems, identify and prioritize resolutions based on business needs.

 

Demonstrated competence to select work methods or procedures when given latitude of alternatives in carrying out tasks.

 

Effective verbal and written communication skills.

 

General knowledge of Microsoft Office product suite, LAN components, wiring, routers, switches, NICs, Microsoft Server 2003, communications protocols (TCP/IP, G.711, G.729, SIP, MPLS, QoS).

 

Experience in maintaining a Blackberry Enterprise Server and provisioning Blackberry PDA’s.

 

Microsoft, Avaya, Cisco, HP, Dell, NICE or IEX certifications is a plus.