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Voice Analyst

Noblesoft Solutions Inc.

This is a Full-time position in Saint Petersburg, FL posted February 23, 2021.

Position Voice Analyst Contract Duration 6+ Months Job Title Voice Analyst Duties Job Summary Under general direction, troubleshoots for voice network infrastructure issues that may include PBX hardware and configuration, cabling, and phone configurations across the campus and in branch locations. Works closely with engineers to test new technology solutions and document steps for problem resolution and outage situations. Applies specialized domain knowledge to monitor, assess, analyze and evaluate processes and data. Makes judgements and recommendations based on experience, analysis and knowledge. Essential Duties and Responsibilities bull Performs all breakfix and moveaddchangedelete work related to telephony issues in the firm while following established guidelines. bull Consults with users to determine telephony needs, makes recommendations and builds solutions. bull Analyzes problems with telephony services and systems in order to recommend and implement solutions. bull Tests solutions to ensure they meet firm standards and user requirements. bull Documents all new and modified processes and procedures, as well as solutions for support teams. bull Creates technical documentation and maintains currency and accuracy. bull Monitors and responds to automated alerts, incident tickets and change orders related to branch or home office phone systems. bull Serves as s point of contact for escalated telephony issues. bull Provides support and user administration for the phone recording system. bull Provides maintenance and troubleshooting support including patches, upgrades and hardware. bull Provides support and training to users in the firm on use of voice equipment and services. bull Leads vendor dispatch to remote locations for testing, repair, troubleshooting equipment, circuits and services. bull Leads automation and process improvement efforts for telephony and voice technologies. bull May lead small projects and support project work. bull Performs other duties and responsibilities as assigned. Skills Experience and Skills bull Bachelorrsquos Degree (B.S.) in MIS, Computer Sciences or a related degree with a minimum of three (3) years of relevant experience in a technology or telecom environment. or bull A combination of education, training and experience as approved by Human Resources. bull May work a non-standard shift including nights andor weekends, or may have on-call responsibilities. bull Knowledge of the following bull Administration and support experience with Avaya Communication Manager required. bull Administration and support experience with one or more of the following preferred CS1000, Option 11 61 81, BCM, Norstar. bull Advanced knowledge and experience with Voicemail Platforms including Avaya Aura Messaging, Call Pilot, andor Audix required. bull Strong background in creating technical documentation and in leading automation and process improvement efforts required. bull Ability to handle escalatedcomplex breakfix and moveaddchange situations required. bull Administration and support experience with SIP protocol highly preferred. bull Knowledge of VoIP implementation and support including IP Phonetrunks and IP networking highly preferred. bull Knowledge of the following preferred bull Basic telephony TDM, POTS. bull Basic cabling infrastructure. bull Video transport protocols H.320 and H.323. bull ISDN architecture and implementation. bull System and Session Manager. bull Avaya Aura Contact Center. bull Call Recording platforms (NICE). bull Call Accounting Software (Veramark, Calero). bull Hoot and Holler (Speakerbus). bull Turrets (Speakerbus). bull ACME packet session border controllers (SBC). bull Video conferencing platforms (Polycoms). LicensesCertifications bull None required. Competencies and Behaviors bull Analysis Identify and understand issues, problems and opportunities compare data from different sources to draw conclusions. bull Communication Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. bull Exercising Judgment and Decision Making Use effective approaches for choosing a course of action or developing appropriate solutions recommend or take action that is consistent with available facts, constraints and probable consequences. bull Technical and Professional Knowledge Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas remains current with developments and trends in areas of expertise. bull Building Effective Relationships Develop and use collaborative relationships to facilitate the accomplishment of work goals. bull Client Focus Make internal and external clients and their needs a primary focus of actions develop and sustain productive client relationships. Keywords Education . Skills and Experience Required Skills AVAYA PBX SIP CUSTOMER SERVICE ORIENTED TELEPHONY Additional Skills TELEPHONES SBC VERIZON VOIP CHANGE ORDERS CUSTOMER SERVICE DOCUMENTATION ACCOUNTING ARCHITECTURE ISDN ORACLE CABLING RETAIL SALES