• Telecommunications Analyst

    Location US-CA-Los Angeles
    Job ID
    2018-6522
    Category
    Communications
  • Overview

    Under the direction of the Lead Telecommunication Technician, the Telecommunications Analyst will use their technical expertise to work as part of an enterprise team supporting corporate telecommunications systems. Helping deliver efficient service to customers and developing solutions to any telecommunications related problems and must develop and help implement changes to make systems more efficient.

     

    Responsibilities

    1. Create and maintain corporate wide phone numbers, fax phone numbers, and phone inventory list for new and existing sites.
    2. Plans and executes internal and external communications as needed.
    3. Opens tickets in internal tracking systems and sends notification to the appropriate technical and management staff.
    4. Follow-up, coordinate, and escalate if needed on phone carriers/vendor requests and orders.
    5. Develop, create, and maintain a Contact Center user license inventory.
    6. Maintains public information such as forms, calendars, and intranet content as directed.
    7. Send email notification when there is an outage on phone systems and/or contact center systems.
    8. Manages outside vendors as assigned to ensure they adhere to project timelines, escalates issues with potential to impact on IT commitments to Telecom lead.
    9. Serves as primary point of contact for managed projects and monitor projects in process.
    10. Analyzes, Create, test, deploy, and provide maintenance to all services in Contact Center Genesys systems use at Altamed, such as Interaction Administrator, Interaction Attendant, Interaction Dialer, Interaction Marquee, and Interaction Scheduler.
    11. Be an Upper Level user Support for all Contact Center Genesys systems.
    12. Analyze, and configure Genesys Telephony Systems to meet AltaMed business and patient’s needs, in the use of ACD/IVR
    13. 13. Create and maintain voice Telephone system topology maps, maintain systems, and dial plan inventory databases and spreadsheets.
    14. Follow direction and guidance provided by the IT Operations Director and/or Lead Telecommunication Technician.
    15. Assist in the Telephony hardware ordering process.
    16. Attend project/ none project meetings and provide guidance.
    17. Trains end users in the use of various kinds of telecommunication equipment in classroom and/or on site settings.
    18. Analyzes Telephony systems for cost effectiveness and recommends ways to cut maintenance costs and use revenue to enhance system performance.
    19. Manage outside vendors to ensure accurate completion of telephony equipment, projects and service adds, moves and changes

     

    Qualifications

    1. Any combination or equivalent to: Two years of experience in Genesys Pure Connect (CIC) and/or Two years of ICCS Certified or a Certificate in Administrator Core Concepts.
    2. 1-2 years of experience with Contact Center systems or working in a contact center environment.
    3. One year experience with Voice Over IP required.

     

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