Senior Telecommunications Analyst

The Senior Telecommunications Analyst is responsible for the operational administration, maintenance, and support of the telecommunications systems, infrastructure, applications, and assets throughout the Enterprise. This business-facing role supports complex projects and provides advanced consulting and advisory services to Divisions and Departments to deliver cost effective solutions that meet the business requirements for all customers including internal staff, groups, providers, and vendors. This position participates in the design, implementation and management of the telephony environment to insure reliability and cost effective technical solutions for the telephone and voice mail systems, voice over internet protocol (VoIP) systems, contact center technologies, integrated voice response (IVR) and automatic call distributor (ACD) systems, workforce management platforms, call monitoring systems, call routing technologies, and other related phone, conferencing, fax, and transmission technologies. This position continuously monitors the telecommunications environment for availability and reliability, responds to user incidents and requests, conducts complex systems configurations, and makes routine routing changes as required by business needs, provides business-relevant reports and metrics, and conducts disaster recovery and business continuity testing.

• Administers the telecommunications infrastructure, network and applications for the Enterprise. Ability to understand the interrelationship between telecommunications systems (PSTN, Contact Center, IVR), carriers and carrier technologies (LEC, IEX, PBX), and infrastructure architectures, as well as the delivery of telecommunications services to devices and applications. Troubleshoots issues and manage multiple vendors to resolution.
• Reviews and monitors, through benchmarks and metrics, the environment to improve reliability and cost effective solutions.
• Manages more complex telephony projects, including facility moves, new application implementations and infrastructure upgrades. Plans and implements new technology as required; prepares project documentation and reports; and completes support documents after project completion.
• Analyzes application metrics for current and future improvements to the telephony environment. Assists call centers in various application and service reports for improvement to call center statistics and performance. Provides recommendations for performance improvement and documents changes to telephony environment.
• Provides consultative services to call center liaisons and other department managers as required to provide telephony solutions to business requirements.
• Maintains appropriate controls for telephony implementation including adherence to policy, incident and change management procedures. Implements telephony products and services in compliance with HIPAA, company and divisional policies and procedures.
• Maintains asset inventory for telecommunications and produces database reports as required for audit and insurance purposes.
• Provides cost requirements for budget process; procures telephony products and services per policies; researches cost effective solutions and provides cost savings, where applicable.
• Maintains documentation for reference, recovery and business continuity planning. Develops and maintains recovery plans and participates in disaster recovery exercises as required.
• Functions as a team lead and provides advice and training to less experienced Analysts, as needed. Also fills in during the Manager's absences (sick/vacation).

• 5 years of professional experience with a Bachelor's degree or equivalent professional experience.
• Strong organizational/time management and project management skills and multi-tasking abilities.
• Strong analytical, problem solving, and reasoning skills with the ability to assimilate technical telephony information, and diagnose and resolve technical issues/problems through project teams or vendors.
• Comprehensive knowledge of telephony products and services, including, but not limited to, network, hardware, software and applications (ACD, IVR, call monitoring, workforce management, and reader boards).
• Knowledge and application of English grammar, composition, editing and proofreading skills.
• Ability to mentor team members and call center liaisons and provide training and advice/guidance to less experience Analysts.
• Ability to independently prioritize workload and work within established incident and change management controls.

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program