logo

View all jobs

Telephony Systems Specialist

Roseland, New Jersey
Excellent communication skills are required to partner with internal and external business, systems, management, and vendor groups. The environment is fast paced and provides excellent developmental opportunities.
 
Qualifications:
  • Ability to translate business call flow requirements into detailed vector programming
  • Ability to manage complex telephony projects
  • Ability to work with multiple internal and external groups (across multiple locations)
  • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints
  • Ability to estimate project effort and duration
  • Ability to track and resolve issues through resolution
  • Ability to work within established processes and procedures
  • Proficient in the use of Microsoft Office products (Project, Word, Excel, Power Point, Visio)
  • Experience with AGILE, JIRA, and Confluence preferred
  • Strong interpersonal and communication skills (written and verbal)
  • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence
  • Self-motivated learner who will take the opportunity to learn new technologies and take the initiative to become the Subject Matter Expert (SME)
  • Demonstrates a strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and desire for continuous learning
  • Possesses analytical, conceptual, and problem-solving skills
  • Knowledge of contact center operations and technologies preferred
  • Avaya Call Center product knowledge preferred
  • BS/BA in Telecommunications, Information Systems, Computer Science, Business, or equivalent work experience preferred
  • Team provides 24x7 support, off hours and weekend work required as needed
Responsibilities:
  • Collaborate with business partners to understand their requirements and the challenges they are trying to solve for; identify and clarify any gaps, and define and document business use cases
  • Collaborate with technical partners to document systems requirements
  • Collaborate with technical resources to evaluate telephony solutions and present recommendations to the business to reduce cost or improve service
  • Independently manage projects; document costs and assumptions, document requirements, create & maintain project plans, provide status, manage resources, schedules, and business expectations
  • Collaborate with business partners to manage testing support; develop and execute test plans / use cases / scenarios, define and document expected testing results, and analyze and triage defects reported
  • Manage implementations; address defects, and coordinate installations
  • Maintain the Standard Operating Procedure (SOP) and Business Continuation (BC) documentation; ensure content is relevant, complete, and accurate. Actively identify gaps and define, document, and implement processes
  • Lead, coordinate and manage BC testing exercises and independently manage BC recovery as required
  • Understand, maintain, and support telephony infrastructure; troubleshoot issues, coordinate root cause analysis, present recommended corrective action, and track the resolution efforts
  • Perform related duties as assigned or requested
  • Demonstrate ownership and accountability of projects and activities
  • Translate business call flow requirements into detailed vector programming inclusive of Business Continuation planning
#
 
More Openings
DevOps Consultant
Tableau Report Developer
Jive Consultant
Share This Job
Powered by