Telecommunications Analyst

Found in: Appcast Linkedin GBL C2 - 2 weeks ago

Jacksonville, United States ICX Group Full time

Join our vibrant team as a Telecom Analyst, where you'll play a pivotal role in administering our key applications and environments. We're seeking a talented individual who thrives in a fast-paced startup atmosphere and is eager to contribute to the future of patient engagement. If you're ready to be challenged daily and make a significant impact, we invite you to embark on this exciting journey with us


Key Responsibilities:

  • Manage and enhance existing Chatbot, NLP, and Interactive Voice Response systems.
  • Maintain integration between Salesforce and Telecom platforms.
  • Develop and update standard operating procedures, emergency response protocols, preventive maintenance schemes, and technical documentation.
  • Utilize advanced problem-solving and analytical skills to consult on the implementation, upgrading, and support of complex application systems.
  • Contribute to Disaster Recovery and Business Continuity Planning processes and procedures.
  • Stay abreast of industry best practices and vendor-specific application methodologies.


Professional Experience/Qualifications:

  • Proficiency in Telecommunications environments like RingCentral, Twilio, KoreAI, or similar VOIP telephone platforms, and Chatbot/NLP environments.
  • Minimum of 4 years of IT/application experience.
  • Familiarity with Microsoft 365.
  • Experience in desktop support for Windows devices.
  • Knowledge of PowerShell or other scripting languages is advantageous.


Education:

  • Bachelor’s Degree in a related field or equivalent combination of education and experience.
  • Microsoft certifications are preferred.


Competencies:

  • Proficient in managing, implementing, and supporting Telecommunications platforms.
  • Experience with Chatbot and Natural Language Processing (NLP) for Interactive IVR platforms.
  • Develop and enhance processes for automating monitoring, metrics collection, and analysis.
  • Ability to troubleshoot issues based on instructions from the support team.
  • Basic understanding of Server, Network, and Storage & Backup technologies.
  • Flexibility to work during off-business hours.
  • Capable of managing multiple work streams across customer engagements.
  • Skilled in planning future phases and supporting customer deployments and environments.
  • Excellent verbal, written, and interpersonal communication skills.
  • Strong problem-solving abilities.