System Middleware Analyst

• Telecom experience

• Needs to be able to understand the telecom terminology

• Middleware experience and concepts of middleware platforms.

• A senior middleware analyst should be able to articulate why SOA is important to business.

• Tibco is only a plus, not a requirement

• Excellent communication skills

• Communication skills are extremely important for these roles

• Previous Systems Middleware Analyst experience needed

• 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