Telecommunications Analyst

Telecommunications Analyst

St. Louis County's Department of Information Technology is seeking a Telecommunications Analyst to provide dedicated enterprise telecommunications support for a large, county-wide environment. In this role, you will help ensure the integrity and 24×7 operation of the County's enterprise telephony and contact center infrastructure, including RingCentral cloud-based communication platforms, encompassing both RingCentral MVP ("RingEX") for office telephony and RingCentral Contact Center ("RingCX") for call center operations. The telecom support team manages 3,500+ phones/users across multiple departments, handling enterprise call routing, VoIP administration, contact center configuration, number management, system integrations, and more. This is a mission-driven position offering the opportunity to work with modern unified communications technology at significant scale, directly supporting St. Louis County's critical public services.

The typical starting salary is $65,790.40 - $78,956.80 annually depending upon the candidate's qualifications as well as budgetary considerations. Additionally, we offer a comprehensive benefits package and a generous Paid Time Off (PTO) policy.

Examples Of Duties

• Configure, monitor, and maintain the County's unified communications environment to keep enterprise voice, telephony, and contact center systems fully operational. This includes system administration through the telecommunications platform (users, extensions, call queues, IVRs, voicemail, softphones, physical VoIP phones, etc.) and ensuring high availability
• Design and adjust call routing plans, auto-attendant menus, hunt groups, and ACD/queue configurations to meet County departments' needs
• Ensure contact center operations are optimized, managing agent users, skill groups, call queues, IVR scripts, operating schedules, and real-time monitoring of queue performance and recordings as required.
• Process and fulfill work orders for moves, adds, and changes of telecommunication services and equipment for end-users and departments. This includes provisioning new users and devices, assigning DIDs and extensions, porting or updating phone numbers, and coordinating office telephone setups for employee moves or new site installations.
• Provide Tier 3 support for complex telecom and VoIP issues. Investigate, diagnose, and resolve telecommunication incidents, such as dropped calls, call routing errors, voice quality issues, device registration problems, or network connectivity impacts, in a timely manner.
• Work with end-users (both technical and non-technical staff) to identify issues and determine whether problems stem from user devices, network/configuration, or service provider systems. Escalate critical issues appropriately and verify full resolution with the user.
• Act as a primary liaison with external telecom vendors and service providers. Open and manage vendor support tickets, provide detailed information on issues, and work closely with vendor technicians to expedite troubleshooting and repairs.
• Coordinate on-site service calls or hardware replacements when necessary and verify that vendor-delivered solutions meet the County's requirements and SLAs.
• Collaborate on integrating the telecommunications platform with other County systems and services (e.g. Microsoft Teams integration). Continuously analyze telecommunication usage data and performance metrics to identify trends, optimize call flows, improve user experience, and recommend capacity or configuration changes for better efficiency.
• Contribute to telecom-related projects and technology upgrades, ensuring new features or services are properly tested and deployed.
• Maintain comprehensive telecom documentation, including network diagrams, configuration settings, dialing plans, extension lists, and troubleshooting runbooks.
• Create and update end-user guides and technical training materials, and provide one-on-one or group training to employees on telephone features, voicemail, softphone usage, and new communication tools.
• Assist departments in understanding and utilizing telecommunication services effectively for their business needs.
• Participate in cross-departmental meetings to understand evolving business requirements for voice and contact center services and help translate those into technical implementations.
• Participate in an on-call rotation to provide after-hours support for critical telecommunication issues or outages. Respond swiftly to emergency situations and work until service is restored to minimize downtime for essential County operations.

Minimum Qualifications

• Equivalent to an associate's degree in telecommunications or related area of study
• At least six years of related professional work experience

Additional Information

A selection committee will evaluate the qualifications of each applicant which will include recentness and appropriateness of the applicant's education and experience, answers to the supplemental questions, results of employment references investigated and any other appropriate information available. The selection committee will admit to the interview only those persons who possess the most job-related qualifications and may establish admittance criteria beyond the minimum qualifications stated above. The interview will comprise 100% of the applicant's earned grade. A candidate must earn a qualifying grade of 70 or more on the interview to be eligible for appointment. After initial interviews with the selected candidates are conducted, an email will be sent to the address on file with instructions on how to complete and submit a Conviction Questionnaire. Candidates have 3 days to complete the required questionnaire. The five top ranking candidates, based on the final grade, will be certified to the Department Director/Appointing Authority who will make the final decision. All applicants conditionally offered a merit position will be required to submit to urinalysis to screen for illegal drug use prior to appointment. Screening will be performed by a reputable clinical laboratory. The cost of screening will be covered by the County.

The policy of the Civil Service Commission of St. Louis County is to support fair and equitable employment opportunities for all persons regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, marital status, veterans' status or political affiliation.

Benefits

St. Louis County offers its employees many excellent benefits with paid medical insurance, 20 days of PTO (paid time off) the first year and increasing with seniority, and 11-12 paid holidays. Employees hired for full time employment will participate in the St. Louis County retirement plan where they contribute 4% of their salary to the defined benefit plan with vesting after 7 years. Other benefits include: paid life insurance, a credit union, 457 Deferred Compensation Plan, pre-tax premium pay plan, dependent care and medical expense reimbursement plans, and short and long term disability insurance. In addition to these benefits, as of January 1, 2023, St. Louis County approved up to 480 hours of paid parental leave for eligible employees welcoming new children, either by birth or adoption. The employee can also take up to 80 hours of leave for prenatal care and up to 80 hours for care of the child within the first year.