Communication Analyst

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.

Job Title:
Communication Analyst

Location:
Lexington KY

Duration: 6+ months (Contract to Hire)

The Unified Communications Voice Analyst will be part of the Global Telecommunications team s will be a customer-focused position that will drive collaboration and solutions between IT departments and business units. The right candidate will have a passion for supporting contact center environments and developing solutions to improve or address business needs with a focus on minimizing downtime and delivering technology excellence to our customers.

This hands-on technical position will be responsible for supporting various VoIP and contact center technologies within IT Infrastructure, with an immediate focus on Cisco Call Manager, Cisco UCCE, and Calabrio. Requires excellent customer service, presentation, and communication skills.

• Meet and work with various business unit leaders across the enterprise to address unified communications and call center needs. Design solutions based on the overall objectives.
• Drive user adoption and maximum use of available system features across multiple technology platforms.
• Collaborate with the global telecommunications, network, and infrastructure teams on projects, system upgrades, and implementations.
• Complete day-to-day Telecom and contact center requests, such as: moves/adds/changes/call flow designs/repairs/troubleshooting and project-related tasks.
• Support various telecommunication technologies from Cisco, Avaya, Interactive Intelligence, Microsoft Skype for Business, Xmedius, Calabrio, Sonus, and Intrado.
• Identify single points of failure and work on solutions to mitigate risks.
• Look for opportunities to provide technology efficiencies and operational improvements. Develop business continuity and testing plans for contact center technologies.
• Develop technical documentation consisting of diagrams, step-by-step procedures, system configurations, call flows, and other pertinent information required for the voice environment.
• Work with Telecommunications carriers and managed service vendors on trouble tickets, activations, and terminations.
• Stay abreast of the latest advancements for contact centers. Create plans to evaluate new technologies before releasing them into the production environment.

• Bachelor’s degree from an accredited college or university, preferably in a technical field (engineering or science) with 5+ years of experience supporting mid to large scale enterprise-wide contact center platforms. MUST have experience with administration and support of Cisco Call Manager and Cisco Unified Contact Center. Requires hands-on technical experience with Cisco UCCE/CUCM/CCVP/CVP Studio/VXML/Unity/EIM/CICM/Proxy Server & Calabrio. SQL database management required.
• Must have knowledge of H.323 and SIP protocols.
• Voice and Network Certifications preferred: CCNA Voice/ Cisco CVP.
• Must understand Cisco server architecture and have experience with routing and switching. Experience administering and supporting additional contact center technologies a plus, such as: EIM-Email integration, CTI, IVRs, Auto attendants, CRMs, predictive dialers, and CAD or Finesse. Must be familiar with configuring Cisco gateways, dial peers and working with carriers on the provisioning of PRI and SIP Trunks. Must have experience with SBC technologies, such as Cisco CUBE.
  
  Experience with other contact center technologies such as Interactive Intelligence and Avaya is a plus. Position will be required to support multiple vendor technologies. Experience with DNS/DHCP/VLANs/E911/QOS/COS and TCP/IP. Experience developing training materials and training end users. Able to keep pace in a technically complex environment. Must be proficient with Visio, PowerPoint, and SharePoint. Excellent analytical and problem-solving skills. Required to be part of the on-call rotation and must be able to travel 5-10%.
  
  Performs other duties as needed.