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UC Telecom Analyst

2 months ago

San Diego, United States Akkodis Full time

*3 month contract to hire*

**Oracle phone experience required**

The UC (Unified Communications) Analyst, working in parallel with the Telecom Engineer, supports the organization by providing a mix of Telecom and Network support.


Essential Functions:

  • Responsible for supporting healthy inter-departmental relationships and communications between UC team and other departments within the company.
  • Responsible for supporting IT for issues with UC systems including but not limited to, phones, UCCS, USaaS, CCCX, network, firewall, and others.
  • Routine call analysis reporting. Verify that calls are made, and no issues are seen during the normal business day.
  • Support of call reporting and use of the UCCX (Call Center) at the home office. Verify reporting is running, and systems are operational.
  • Support VC systems within the client’s business.
  • Troubleshoot UC systems.
  • Support (Help Desk) ticket processing under SLA.
  • Functions as first level escalation in support of ticket resolution.
  • Formulates telecom billing and/or bill processing requirements and procedures for processing and communicating data and other information.
  • Prepare cost and time estimates for the installation, implementation, and operation of new equipment.
  • Coordinate the installation and implementation of UC equipment and software features to include standard protocols for voice and data.
  • Test the hardware/software of new UC system.
  • Instruct end-user personnel on the application and capabilities of the UC system.
  • Participate in the planning and design of end-user training programs and schedules.
  • Monitors the operations of the system and services of vendors.
  • Perform other duties as assigned by management.


Qualifications:

• 1+ year of UC experience in a fast-paced environment.

• 1+ year of successful support of business initiatives.

• The UC analyst must be an effective communicator and self-motivated.

• The position entails a variety of duties which may often change, requiring the ability to think logically/use step-by-step procedures to analyze/solve problems.

• Must be capable of following processes and procedures reliably and accurately.

• Work within precise limits or standards of accuracy.

• Must have documented understanding of computer equipment and links for voice, text, image, data, and video transmission.

• Must have the ability to work cross-functionally in a virtual organization while interacting with multiple organizational business units.

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