Telecommunications Analyst - Virginia, United States - Axiom Path

Description

Provide support of Call Center functionality, SIP trunk support, as well as providing some off hours support of telephony environment as required. This role includes maintaining and programming a variety of Avaya products, including Communication Manager, CMS, AES, Modular Messaging, Session Manager and Verint Call Recording. This role may be responsible for setting up and maintaining telephony servers and verifying OS patches are current, toll free number provisioning and SIP trunk testing as requested by the business and helping team members with complicated requirements. Hands on support of the local call center reps is required. The position needs to be able to quickly analyze complex technical issues with minimal supervision, and work within a team environment while communicating well to a diverse set of colleagues, vendors and partners.

Responsibilities Include:

• Working with internal technical teams to help develop solutions and integration with the telecom platform as required

• Detailed understanding of call center technologies – Avaya required

• Excellent communication skills (oral, written and presentation), organizational and collaboration skills

• Intermediate/Advanced knowledge and development of diagrams and methodologies using Microsoft office toolset

• Demonstrated ability to apply new technology concepts to a real working environment

• Most of the duties performed on a computer or phone with some on-site support of the Richmond campus a must.

• Knowledge of call recording solutions helpful. Verint preferred.