Location: Milwaukee, WI
Contract length: 5 months
Schedule: 40 hrs; Hybrid, onsite 2-3 days/week
Pay: $23/hr to $28.66/hr, DOE
Job Overview:
The Telecom Analyst serves as a key operational resource in handling tasks, including system support, vendor coordination, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency. Monitor the assigned ticket queue and respond efficiently to troubleshoot reported problems. This role requires a good understanding of VOIP systems with experience in the Avaya phone system and Microsoft Teams Voice being beneficial. The successful candidate will demonstrate basic understanding of SIP technologies, vendor coordination, phone installation, and maintenance. Experience and understanding with e911 platforms. Familiarity with Avaya Workforce Optimization Select and Caler-VERASmart would be advantageous.
Job Responsibilities:
- Customer-focused VOIP Support: Descriptive: Provide top-tier support for the organization's VOIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities
- Trend Analysis and Process Improvement: Descriptive: Regularly review VOIP systems' performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process
- Support under Project Team: Descriptive: Work closely with the project team, taking direction to manage specific tasks and projects related to the VOIP systems
- Maintenance of VOIP Systems and Records: Descriptive: Perform regular maintenance on VOIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail
Required Qualifications:
- 3 to 5 years of experience and has a bachelor's degree in any field
- Experience as an enterprise voice and unified communications technician or analyst
- Moves, adds, changes, and user provisioning across multiple UC platforms
- Phone number inventory and lifecycle management
- Ticket queue ownership and incident response
- Telecom expense management and carrier coordination
- E911 administration and records management
- User training and adoption support
- Ability to learn new technologies, namely Microsoft Teams Voice
Nice to Have Skills:
- Experience with Landis Contact Center
- Implementation experience
- ITIL Foundations Certification
- Experience with Microsoft Teams Voice and/or Microsoft Teams Voice Certifications
- Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS)