Sr Voice Platform Analyst

Remarks
:

6 Month Right to Hire

On Call Rotation Required

This position requires participation in a 24x7x365 on-call rotation. The frequency of the rotation depends on the number of members in the team. On-call requires carrying a cell phone and responding to calls within the agreed upon timeframe set within PHEAA's standards. Internet connectivity from home is required as part of the on-call rotation.

H

Title
:
Sr Voice Platform Analyst

Location
:
Harrisburg, PA, United States

Onsite Flexibility
: 80% Remote

Hybrid - 1 day in office per week minimum. Must be flexible to be on site 5 days if management team requires

Hours

8:00AM - 5:00PM

JOB PURPOSE AND SUMMARY

This role is a technical position primarily responsible for implementation, upgrades, troubleshooting, on-going maintenance and administration of the contact center systems, voice network, and other related applications. This position monitors contact center systems and their interactions, work with the vendors for specific applications, prepare reports, respond to telecom requests, provide tier III support, and make recommendations for improving system performance. This position performs at a high level of complexity with a high level of proficiency under minimum supervision.

PRIMARY DUTIES AND RESPONSIBILITIES

• Analyze data to define the desired results of the applications, the restraints upon systems design, and the relationships of the application to other systems, and the controls to be placed on system operation.
• Maintain call flow, architecture, inter-system dependencies, and the documentation supporting this.
• Monitor and analyze system traffic, including voice capacity and performance and collaborate with the vendor to ensure PHEAA needs are met.
• Create or modify telephones, user objects and other configurations in a server-based contact center telephony environment.
• Perform analysis, diagnosis, and resolution of end user telephony issues and problems, escalating issues with and working directly with technical support (vendors) when necessary.
• Evaluate upgrades to determine changes needed before implementation.
• Responsible for providing both assistance with and technical support for network design activities.
• Participate in security and vulnerability meetings and discussions to ensure compliance timelines are met; apply updates and patches against vulnerabilities identified by the Information Technology (IT) Vulnerability Team.
• Linux and Windows Server application maintenance.
• Collaborate with and influence other IT departments, functional users and vendors to provide guidance and manage project implementation or user support.
• Execute enterprise deployments for softphones or Unified Communication (UC) clients.
• Support installation and lead the maintenance of systems, software, and hardware (i.e. Private Branch Exchange (PBX), Voicemail, Call Recording System, CTI systems, IVR, Auto Dialer, etc....
• Configure and install server hardware, software and peripheral components according to design or installation specifications and ensure operability.
• Assist with server hardware, database, network and security administrators to create and maintain a robust technical infrastructure.
• Apply patches, hot fixes and assist with new releases to any of the application server software assigned.
• Assist in the setup and support of the production environment.
• Support infrastructure changes based on capacity projections and performance monitoring.
• Troubleshoot problems getting to the root cause to facilitate solving the problems.
• Create and maintain thorough documentation.
• Troubleshoot issues to uncover root cause and provide solutions.
• Lead the implementation of projects to configure Voice and Contact Center tools PHEAA, including network, software and hardware.
• Assist in the evaluation of and selection of infrastructure and applications relevant to Voice and Contact Center solutions.
• Assign project tasks and areas of responsibility to project team from basic to complex.
• Scope, plan, design, prioritize and implement multiple projects for contact center and telecommunications solutions.
• Communicate project updates to business and vendors.
• Assist with developing project quotes, when…