Voice Analyst

Our Client, a higher education assistance agency is looking for someone to join their team as a Voice Platform Analyst

**This is a hybrid contract to hire role that takes place in Harrisburg, PA**

Required Skills &Experience

• Proficient knowledge of the principles and practices of client server networks, voice networks, business process automation.
• Demonstrated analytical skills and problem solving.
• Knowledge of VMWare virtual server platforms to troubleshoot and support the Voice and Contact Center solutions.
• Proficient knowledge and skills in Microsoft Operating Systems, relational database concepts, telephony concepts, and any other relevant programming and server-based systems.
• Ability to plan, organize and work on multiple tasks simultaneously.
• Track record analyzing moderately to complex information to draw alternative conclusions.
• Proven ability to learn and support new hardware, software and operating systems and apply innovative business solutions.

What You Will Be Doing

• Maintain call flow, architecture, inter-system dependencies, and the documentation supporting this.
• Monitor and analyze system traffic, including voice capacity and performance and collaborate with the vendor to ensure needs are met.
• Create or modify telephones, user objects and other configurations in a server-based contact center telephony environment.
• Perform analysis, diagnosis, and resolution of end user telephony issues and problems, escalating issues with and working directly with technical support (vendors) when necessary.
• Evaluate upgrades to determine changes needed before implementation.
• Responsible for providing assistance and technical support for network design activities.
• Participate in security and vulnerability meetings and discussions and help in meeting compliance timelines for updates, patches and vulnerabilities identified by the Information Technology (IT) Vulnerability Team.
• Linux Server application maintenance
• Collaborate with and influence other IT departments, functional users and vendors to provide guidance and manage project implementation or user support.
• Execute enterprise deployments for softphones or Unified Communication (UC) clients.
• Support installation and lead the maintenance of systems, software, and hardware (i.e. Private Branch Exchange (PBX), voicemail, Call Recording System, CTI systems, IVR, Auto Dialer, voice mail etc.