Telecommunications Analyst

2 weeks ago

Sulphur Springs, Texas, United States FYI Solutions Full time

JOB SUMMARY:

This position is essential for ensuring the effective operation and management of telecommunications systems within the organization. The primary goal is to deliver reliable communication solutions that enhance business operations.

We are looking for a Telecommunications Specialist at FYI Solutions. This role entails overseeing the implementation, maintenance, and performance monitoring of the company's communication systems across North America, including contact center and voice solutions. The successful candidate will possess a robust understanding of fundamental communication technologies and experience with intricate contact center and voice applications.

This role involves supporting a cloud-based contact center and an enterprise-level voice platform. The candidate should be capable of working independently and may need to be available during off-hours for system modifications. Responsibilities include analyzing business requirements, researching, and proposing solutions in collaboration with internal stakeholders and IT personnel. Additionally, the role involves responding to requests for assistance through the internal help desk system.

KEY RESPONSIBILITIES:


• Deliver support and maintenance for the telecommunications infrastructure, which includes:

  • Five9 CCaaS Platform
  • Microsoft Teams
  • Salesforce
  • Service Now
  • Verint WFM Suite

Address inquiries and requests via the internal help desk ticketing system concerning contact center operations and general telecom modifications. This support may extend to employees at various locations, including remote offices. Users will be utilizing the aforementioned platforms.

Maintain and update system documentation as necessary.

REQUIRED QUALIFICATIONS:

To perform effectively in this role, candidates should meet the following qualifications:

  • Education: Bachelor's degree in engineering, technology, or computer science is preferred, or relevant certifications.
  • Experience: Minimum of 3 years in a telecommunications-related role, particularly in IT service delivery.
  • Certifications: Relevant certifications are preferred.
  • Knowledge: Proficiency in voice technology, IP-based solutions, and troubleshooting/problem resolution is essential.
  • Experience with contact center and IP voice platforms for at least 3 years.
  • Familiarity with Microsoft Teams and cloud-based contact center applications (e.g., Five9, NICE, Salesforce).

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