Analyst – Network/Telecom Services

Job Description

• 1-7 years of experience in the field or in a related area. 

• Has knowledge of commonly-used concepts, practices, and procedures within a particular field. 

• Relies on instructions and pre-established guidelines to perform the functions of the job. 

• Performs a variety of tasks, such as identify and document business requirements. 

• Works under general supervision; typically reports to a project leader or manager. 

A certain degree of creativity and latitude is required. 

• Provides professional recommendations, technical consultation, and expertise to State staff, and statewide local agencies in regards to Call Center Telephony operations. 

• Resolve telephony problems; contribute to development of criteria, standards, guidelines, evaluation methods, policy and procedure. 

• Responding to requests from local agencies and promotes the Division’s goals. 

• Works with the agency, DTMB Agency Services and the assigned Telecom Liaison gathering business requirements for Call Center requirements from all agencies. 

• Responsible for researching, analyzing, recommending, and implementing telephony contact/call center systems 

• Acts as the State-Wide telephony project lead for State’s contact/call center system related processes, functions, technological advancements affecting call centers and the business processes. 

• Provide information gathering sessions to capture business requirements and business processes related to information technology solutions. 

• Experience working with diverse group, consensus building and team building. 

• Work with telephone coordinators and agencies 

• Utilize tools such as Remedy, Change Point and Share Point 

• Work closely with Avaya and Cisco engineers and technicians 

• Manage various agency requests for services, repairs, maintenance, and other changes to Contact/Call Center Systems. Forward work assignments as needed to the appropriate work units. 

• Collect and analyze data from Avaya Communication Manager and related systems. 

• Uses analytical skills in problem resolution 

• Provide decision support outside normal work hours. 

• Perform other duties as necessary or directed.

Qualifications

Additional Information

• Ability to work independently with various department staff, other state, local and federal agencies to accomplish goals and meet extensive deadlines. 

• Knowledge of current Telephony services and Technologies. 

• Knowledge of Avaya and/or Cisco platforms, call center features and operations. 

• Ability to resolve technical telecommunications problems utilizing multiple vendors/contractors. 

• Ability to communicate effectively, both verbally and in writing. 

• Ability to function under pressure and maintain composure in chaotic situation to resolve service related issues. 

• Understand Call Center features; such as, Automatic Call Distributions (ACD), Call Vectors, and Vector Directory numbers (VDN). 

• Ability to develop work and call flows 

• Excellent customer service skills 

• Work with multiple network platforms, such as; WAN, WLAN, Security, Voice, and Video 

• Disseminate information effectively to all teams and customers 

• Understand a large and complex network environment