Telecommunications Analyst

Overview

SWBC is seeking a talent individual who will provide support for SWBC’s enterprise telecommunications services across both on premises and cloud-based platforms. This role works as part of a collaborative team and functions under general supervision of senior telecom engineers or management. The analyst applies system analysis techniques to assist in the design, implementation, documentation, and ongoing support of SWBC’s telecommunications environment.

In this role, you’ll gain hands-on experience with modern enterprise voice technologies, including SIP-based cloud telephony, VoIP networking, call center platforms, and automated call routing systems. You’ll collaborate with experienced telecom engineers, learn industry best practices, and support systems essential to keeping the business connected. If you enjoy problem-solving, continuous learning, and contributing to reliable communication services, this position provides an excellent opportunity to grow your technical skill set and make a meaningful impact.

• Supports the enterprise communication environment by troubleshooting and resolving telecom issues under guidance from senior team members.
• Assists with vendor coordination, ticket escalation, and tracking of telecommunications service issues.
• Performs routine audits on trunk lines, SIP/TDM services, DID inventories, and call routing configurations.
• Assists with development, documentation, and maintenance of telecom disaster recovery and business continuity plans.
• Reviews, analyzes, and updates telecom routing inputs; helps maintain route plans and call flow diagrams.
• Supports change control activities, including updating documentation, testing changes, and validating successful implementation.
• Collaborates with cross-functional IT teams on telecom-related projects, reporting, and workflow enhancements.
• Performs additional duties as assigned.
• Assists with provisioning and maintaining 8x8 users, devices, extensions, and voicemail settings.
• Helps create and update Auto Attendants, Call Queues, Ring Groups, Paging Groups, and Call Handling Rules.
• Supports call flow updates using 8x8 Admin Console and 8x8 XCaaS applications.
• Performs routine audits of DIDs, device assignments, and licensing within 8x8.
• Assists with troubleshooting softphone/WebRTC issues for 8x8 Work Desktop and Mobile clients.
• Reviews call logs, analytics, and call quality metrics (latency, jitter, packet loss) to assist in diagnosing performance issues.
• Helps coordinate changes related to number porting, E911 location updates, and inventory management.
• Provides support for 8x8 fax (eFax/Consensus/J2) workflows when applicable.
• Assists with call routing tasks, including updating basic Architect flows under supervision.
• Helps maintain DID/DNIS inventories and assists with number assignment and routing changes.
• Supports queue configuration by updating user assignments, skills, and basic queue settings.
• Performs low-impact configuration updates such as schedules, holidays, and simple flow logic adjustments.
• Collaborates with senior engineers to document Genesys flows, telephony trunks, and routing logic.
• Assists with basic troubleshooting for Genesys WebRTC devices and softphone connectivity.
• Helps validate routing changes during deployments and participates in testing during change windows.

• Bachelor’s degree in Computer Science, Business Technology, MIS, or related technical field OR equivalent telecommunications experience.
• Minimum two (2) years of experience in telecommunications and/or technical support in a corporate environment.
• Basic understanding of voice and data communications principles.
• Familiarity with enterprise telecommunication systems and cloud voice platforms preferred.
• Basic knowledge of telecom security, system integration concepts, and VoIP networking fundamentals.
• Experience with invoice reconciliation, telecom billing analysis, or accounts payable processes preferred.
• Ability to create and maintain technical documentation using standard software tools.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio).
• Strong verbal and written communication skills.
• Detail-oriented with strong…