Telecom Analyst
Job Summary:
The Telecom Analyst is a dedicated subject matter expert responsible for the day-to-day administration, optimization, and troubleshooting of the enterprise voice and contact center environment. This role focuses on telecom infrastructure—including Cisco Webex Call Center, SIP Trunking, Calabrio, and complex call routing. Additionally, this position collaborates closely with all teams to provide quality assurance and ensure seamless communication operations across all assigned facilities. Configures, administers, and troubleshoots the Cisco Webex Call Center platform, including managing user profiles, agent skills, and queues.
• Serves as an administrator for the Cisco Webex Call Center platform, managing user profiles, agent skills mapping, queues, and
platform configuration.
• Designs, implements, tests, and maintains complex call trees (IVRs), routing scripts, auto-attendants, and voicemail
distribution systems.
• Administers and supports contact center workforce optimization platforms like Calabrio (including call recording, scheduling,
compliance, and quality management analytics).
• Provisions, modifies, and decommissions phone lines, extension assignments, softphones, hard phones, and specialty voice
hardware.
• Handles advanced troubleshooting of complex voice and telecom issues, including diagnosing SIP Trunking failures, call routing
errors, and voice-over-IP (VoIP) quality issues.
• Proactively engages with end-users to resolve immediate telecom and contact center disruptions, escalating to carrier partners
and/or NCH IT Teams.
• Oversees the telecom incident ticket lifecycle from creation to resolution, ensuring detailed documentation, root-cause
analysis, and strict adherence to SLAs.
• Partners with NCH IT Teams to troubleshoot localized networking issues impacting voice quality, such as Quality of Service
(QoS) and VLAN configurations.
• Authors, updates, and maintains telecom-specific documentation and call flow diagrams within the Department Knowledge
Base.
• Assists with the planning and execution of telecom-specific projects, including facility moves (telecom provisioning), system
upgrades, and platform migrations.
• Participates in disaster recovery planning, implementation, and testing, ensuring redundant call routing and voice continuity
strategies are robust.
• Provides dedicated on-call support for critical telecom outages and displays flexibility to complete time-sensitive platform
updates during maintenance windows.
• Perform other duties and responsibilities as assigned.
EDUCATION, EXPERIENCE, AND QUALIFICATIONS
Required Schedule:
• Varying shifts starting at 7:00 am through 6:00 pm United States Eastern Time.
• Evenings and weekends as needed to support operations.
Education Requirements:
• Minimum of a technical high school diploma.
• Prefer a bachelor’s degree in business, finance, technology, healthcare, or other related field.
Work Experience:
• Must have 3 years’ experience in administering computers, phones, and printers.
Technical Requirements:
• Experience with Windows operating systems.
• Experience with printers, copiers, and fax machines.
• Experience with VoIP phone systems.
• Experience with basic networking and wireless.
• Demonstrable customer service skills in high-pressure scenarios.
Knowledge, Skills, and Competencies:
• Excellent bilingual (Spanish and English) verbal and written communication skills.
• Accurate with good diligence.
• Strong customer service skills.
• Ability to problem solve and troubleshoot complex problems.
• Ability to learn quickly and adapt to rapidly changing scenarios.
• Ability to work under high levels of pressure.