Analyst (Network/Telecom services)

• 1-7 years of experience in the field or in a related area.

• Has knowledge of commonly-used concepts, practices, and procedures within a particular field.

• Relies on instructions and pre-established guidelines to perform the functions of the job.

• Performs a variety of tasks, such as identify and document business requirements.

• Works under general supervision; typically reports to a project leader or manager.

A certain degree of creativity and latitude is required.

• Provides professional recommendations, technical consultation, and expertise to State staff, and statewide local agencies in regards to Call Center Telephony operations.

• Resolve telephony problems; contribute to development of criteria, standards, guidelines, evaluation methods, policy and procedure.

• Responding to requests from local agencies and promotes the Division’s goals.

• Works with the agency, DTMB Agency Services and the assigned Telecom Liaison gathering business requirements for Call Center requirements from all agencies.

• Responsible for researching, analyzing, recommending, and implementing telephony contact/call center systems

• Acts as the State-Wide telephony project lead for State’s contact/call center system related processes, functions, technological advancements affecting call centers and the business processes.

• Provide information gathering sessions to capture business requirements and business processes related to information technology solutions.

• Experience working with diverse group, consensus building and team building.

• Work with telephone coordinators and agencies

• Utilize tools such as Remedy, Change Point and Share Point

• Work closely with Avaya and Cisco engineers and technicians

• Manage various agency requests for services, repairs, maintenance, and other changes to Contact/Call Center Systems. Forward work assignments as needed to the appropriate work units.

• Collect and analyze data from Avaya Communication Manager and related systems.

• Uses analytical skills in problem resolution

• Provide decision support outside normal work hours.

• Perform other duties as necessary or directed.

• Ability to work independently with various department staff, other state, local and federal agencies to accomplish goals and meet extensive deadlines.

• Knowledge of current Telephony services and Technologies.

• Knowledge of Avaya and/or Cisco platforms, call center features and operations.

• Ability to resolve technical telecommunications problems utilizing multiple vendors/contractors.

• Ability to communicate effectively, both verbally and in writing.

• Ability to function under pressure and maintain composure in chaotic situation to resolve service related issues.

• Understand Call Center features; such as, Automatic Call Distributions (ACD), Call Vectors, and Vector Directory numbers (VDN).

• Ability to develop work and call flows

• Excellent customer service skills

• Work with multiple network platforms, such as; WAN, WLAN, Security, Voice, and Video

• Disseminate information effectively to all teams and customers

• Understand a large and complex network environment