Analyst; Network​/Telecom services

Techno Gen, Inc. (formerly known as SYSCOM Technologies) is a Proven Leader in providing full IT Services, Software Development and Solutions for 12+ years. Techno Gen is a Small & Woman Owned Minority Business with GSA Advantage Certification.

We have offices in VA, MD & Offshore development centers in India. We have successfully executed 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies.

The ideal candidate will have 1-7 years of experience in the field or in a related area, with knowledge of commonly-used concepts, practices, and procedures within a particular field.

Responsibilities include:

• Identifying and documenting business requirements
• Providing professional recommendations, technical consultation, and expertise to State staff, and statewide local agencies in regards to Call Center Telephony operations
• Resolving telephony problems; contributing to development of criteria, standards, guidelines, evaluation methods, policy and procedure
• Responding to requests from local agencies and promoting the Division’s goals
• Working with the agency, DTMB Agency Services and the assigned Telecom Liaison gathering business requirements for Call Center requirements from all agencies
• Researching, analyzing, recommending, and implementing telephony contact/call center systems
• Acting 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
• Providing information gathering sessions to capture business requirements and business processes related to information technology solutions
• Working with telephone coordinators and agencies
• Utilizing tools such as Remedy, Change Point and Share Point
• Working closely with Avaya and Cisco engineers and technicians
• Managing various agency requests for services, repairs, maintenance, and other changes to Contact/Call Center Systems
• Collecting and analyzing data from Avaya Communication Manager and related systems
• Using analytical skills in problem resolution
• Providing decision support outside normal work hours
• Performing other duties as necessary or directed

The ideal candidate will have:

• 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
• Understanding of Call Center features; such as, Automatic Call Distributions (ACD), Call Vectors, and Vector Directory numbers (VDN)
• Ability to develop work and call flows
• Experience working with multiple network platforms, such as; WAN, WLAN, Security, Voice, and Video
• Ability to disseminate information effectively to all teams and customers
• Understanding of a large and complex network environment

Techno Gen leadership has experience guiding highly skilled and certified professionals delivering end to end IT and Business consulting services projects in public and commercial sectors across the globe.