Unified Communications Analyst

JOB TITLE:
Communications Analyst

JOB LOCATION:
Boston MA

WAGE RANGE*: $60-$63
JOB NUMBER: IT26332

CAP

JOB DESCRIPTION:

Detailed Description of Services:

• Platform Strategy & Architecture Support: Support the strategy and scheduling for the implementation of the enterprise-wide upgrade, migrating all services from legacy Avaya/Centrex to the new SIP unified communications platform.
• Implementation Management: Create detailed time and material estimates for new system builds and large-scale upgrades.
• Vendor and Team Coordination: Ensure that all vendors (including Local Exchange Carriers (LEC) for number porting) and internal installation teams conform to the scheduled roadmap to deliver on-time.
• Enterprise Support & Troubleshooting: Provide advanced technical and design support for the Avaya Communication Manager (CM), Call Center, and CMS (Call Management System) environments during the transition.
• Troubleshoot & Resolution: Troubleshoot and resolve complex issues within both the legacy Avaya and the new SIP/VoIP/Call Center platforms.
• Monitoring & Metrics: Monitor and maintain call center performance metrics, leveraging prior experience with Avaya CMS.
• Documentation & Training: Develop and document detailed system configurations and procedures (Visio experience a plus).
• End-user Materials: Create clear, user-friendly instructions and training materials for end-users across all business units.
• Training Support: Assist in training call center agents on new system features.
• Cross-Functional Collaboration: Effectively work across various groups and business units to define technical requirements and processes.
• System Enhancements: Provide input and technical specifications for system upgrades and future platform enhancements (API experience a plus).
• Field & On-site Support: Drive a personal vehicle to visit work sites and to assist at emergencies and/or events as needed.
• Other Duties: Perform all other duties and projects that may be assigned.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

Note: While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits;

dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM’s discretion.