Telecommunication Genesys Analyst

Found in: beBee S US - 2 weeks ago

New York, United States Global Payments Full time

Summary of This Role
Analyze, design, install, administer, maintain, document, and trouble-shoot telecommunications applications, services, systems, and circuits.
Conduct project planning, vendor and cost analysis as well as supporting all system outages for monthly system maintenance.
Perform traffic studies, capacity planning, equipment analysis, business continuity reviews, and disaster recovery planning.
Responsible for supporting system and user documentation for end users, contact center agents, and clients.

What Part Will You Play?

Provides Level II technical support and becomes knowledgeable of more difficult problems and solutions by assisting management with the development, design and support of complex telecommunication applications and systems to deliver data, voice, and video services across various applications securely (carrier routing, applications integration, network segmentation, network security, firewall traversal, access and perimeter control, vulnerability management, intrusion detection and security monitoring).
Assists with escalated issues requiring advanced/expert knowledge and experience with appropriate products.
Reviews work orders and assesses the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized.
Installs complex telecommunications software, patching, maintenance, support, reporting and configuration.
Leads and develops advanced (workforce management application that has a moderate integration to call recording system) telecommunications application and system testing, analysis, remediation, compliance and vulnerability management.
Initiates the development of records and reports for multiple telecommunications environments, software, hardware, circuits, configurations, inventory and billing.
Develops project and incident status updates to business, clients and management as required.
Leads complex call management functions of call routing for business as usual and disaster recovery operations.
Leads and facilitates critical meetings to guide vendor engineers, network analysts, and other corporate groups as needed and collaboratively works to provide solutions that benefit and meet business requirements enterprise wide.
Mentors and coaches peers and other departments on telecommunications operational processes and technology.

What Are We Looking For in This Role?

Minimum Qualifications
Bachelor's Degree Relevant Experience or Degree in:
Computer, Electronics, Telecommunications Technology or equivalent college education, and/or the equivalent of training and experience
Typically Minimum 6 Years Relevant Exp
Telecommunications infrastructures

Preferred Qualifications
Experience in administrative management for Avaya, Cisco, and Genesys systems for support and migration purposes

What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
Some barriers to entry exist at this level (e.g., dept./peer review).
Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Networks with key contacts outside own area of expertise.
Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
Root Cause Analysis - Demonstrates ability to perform complex issue isolation within telecommunications infrastructures:
FXO/FXS/PRI/T1/DS3/SS7/H.323/SIP circuits and signaling protocols
Requirement Analysis - Demonstrates ability to understand the scope and end result of business requirements in order to facilitate technical specifications for design, pricing and installation

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