Telecommunications Analyst - HYBRID; WI Resident

Job Description

• Crop to Crop resumes are accepted

The Telecommunications Analyst III is responsible for analyzing what is currently in Milwaukee County’s Avaya system and translating that into administration, installation and configuration of the County’s enterprise transition to Microsoft Teams Voice. This includes Microsoft Teams Voice, SIP services, IVR/Contact center technologies and related call-flow applications. This role ensures stable system performance, troubleshooting and configuration. Additionally, this role will lead and manage all aspects of deploying, enhancing and supporting the County’s enterprise Microsoft Teams Voice and contact center ecosystem.

This position provides hands-on technical leadership that requires collaboration with departmental leaders, business unit stakeholders, contact center managers, and the broader IMSD team to define functional requirements and deliver capabilities that meet present and future communications needs.

• Experience as an Enterprise voice and unified communications platform administrator (Avaya).
• Demonstrated experience with SIP trunking, SBCs, dial plans, call routing, and E911 Administration.
• Eliciting business requirements and implementing a modern solution that aligns with Countywide IT objectives.
• Contact Center and IVR design, implementation, and support.
• Experience planning and executing voice modernization or migration projects.
• Ability to learn new technologies namely Microsoft Teams Voice.
• Avaya Certified Integration Specialist (ACIS), Avaya Implementation Professional Specialist (AIPS), Avaya Certified Specialist (ACSS), Avaya Support Professional Specialist (ASPS)
• Communication
  
  Skills:
• Read, write, and comprehend simple instructions, reports, short correspondence, and memos.
• Speak effectively before both internal and/or external groups.
• Read, analyze, and interpret safety rules, operating/maintenance instructions and procedure manuals, scientific/technical journals and procedures, government regulations, financial and legal documents.
• Prepare and/or present written communications that pertain to controversial and complex topics.
• Ability to document training materials that are easier to use by end users.
• Decision Making
  
  Skills:
• Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents.
• Makes decisions of responsibility and results that affect more than one department or a department with multiple units; substantial analysis is required, and many factures must be weight before a decision can be reached.
• Complexity, Judgement and Problem Solving:
• Understand and follow instructions.
• Execute decisions within limits of standard policy and procedures
• Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined.
• Strong multi-tasking skills.
• Years of
  
  Experience:
  
  3-5 years of experience.

• Experience with Microsoft Teams Voice or Microsoft Teams Voice Certifications
• Experience with Landis Contact Center
• Implementation experience
• ITIL Certification