e&e IT Consulting Services, Inc. | Sr Voice Platform Analyst

3 weeks ago

harrisburg, United States e&e IT Consulting Services, Inc. Full time

e&e is seeking a Sr Voice Platform Analyst for a Hybrid contract opportunity based out of Harrisburg, PA

This technical role is primarily responsible for implementing, upgrading, troubleshooting, maintaining, and administering our contact center systems, voice networks, and related applications. The ideal candidate will have hands-on experience with platforms like Avaya and RingCentral, along with a proven ability to deliver high-quality solutions in a complex and fast-paced environment.

Key Responsibilities:

  • Analyze and define application objectives, system design constraints, and operational controls.
  • Maintain call flow, architecture, inter-system dependencies, and documentation.
  • Monitor and analyze voice capacity and system performance; collaborate with vendors to meet business needs.
  • Configure and maintain telephony systems, including PBX, IVR, CTI systems, voicemail, auto dialers, and call recording solutions.
  • Provide Tier III support for telephony and contact center systems, diagnosing and resolving complex issues.
  • Manage and implement enterprise deployments of softphones or Unified Communication (UC) clients.
  • Perform upgrades, apply patches, and maintain server hardware, software, and peripheral components.
  • Collaborate with network, database, and security teams to support robust technical infrastructure.
  • Evaluate, scope, and implement projects for Voice and Contact Center tools, including Avaya and RingCentral solutions.
  • Create and maintain thorough documentation of systems, configurations, and processes.
  • Assist in deployment and monitoring of application software across production and non-production environments.
  • Develop and maintain reports to monitor system performance and compliance.

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or equivalent education, training, and certifications.
  • Minimum of 4 years of experience in implementing and managing contact center and telephony systems.
  • Proficient in VMware, Microsoft Operating Systems, and relational database concepts.
  • Hands-on experience with Avaya, RingCentral, and other telephony platforms.
  • Strong analytical and troubleshooting skills with the ability to resolve complex issues promptly.
  • Proven ability to support new hardware, software, and operating systems.
  • Demonstrated project management skills, including scoping, planning, and executing multiple projects.
  • Advanced communication, interpersonal, and consulting skills.
  • Ability to work effectively under minimal supervision and in high-pressure situations.
  • Knowledge of Linux server application maintenance and security compliance processes.

Preferred Skills:

  • Experience with scripting and automation in telephony environments.
  • Familiarity with business process automation and inter-system dependencies.
  • Knowledge of enterprise network design and security practices.

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