Voice Analyst (Telecom Support)

Voice Analyst (Telecom Support)

Nemours is seeking a Voice Analyst (Telecom Support), to join our Nemours Children's Health team in Orlando, Florida.

The Communications Analyst is a technical position responsible to perform various work functions in support of the Telecom team. This position will require 3+ years of senior level knowledge of Cisco CUCM, Unity Connection and contact center technologies. Administration experience with contact center technologies from any of the top vendors such as Talkdesk, Genesys, Five9 or UCCE is acceptable. This will include the analysis and resolution of system hardware, software and networking issues. A working knowledge of telecommunication networks and their supporting systems is also required.

In addition, this position will define project requirements, estimate project tasks, and provide industry knowledge in performing basic and advanced tasks associated with administration responsibilities.

Essential Functions:

• Coordinate vendors, maintenance and upgrades to minimize downtime and/or impact on end users.
• Proactively monitor and analyze system resources to ensure optimal performance and develop plans to accommodate capacity for future growth.
• Perform routine systems tasks and resolve assigned Help Desk tickets in a manner consistent with service level guidelines and Nemours customer service expectations.
• Interact with customers and establish customer relationships to gather and analyze customer needs, assess available resources and determine optimal solutions.
• Develop project plans incorporating resource estimates (time, cost, etc) for project tasks and manage projects, as assigned.
• Collaborate with members of other enterprise functional teams to proactively assess team impact and ensure goals/objectives are supported.
• Advise management on technological aspects of the position, evaluate vendor products and make recommendations on product/service selection and current system upgrades.
• Train, educate and mentor staff, as necessary.
• Provide software oriented administrative support on Cisco communication platforms, execute procedures for end-user oriented break/fix repair, and move, add, change (MAC) requests.

Job Requirements:

• Associate's Degree in Computer Science, Business or Information Technology preferred. Equivalent work experience can be considered in lieu of degree.
• Minimum of 3-5 years of technology focused experience required.
• Experience with voice technologies is desired specifically with Cisco CUCM, Unity Connection, TalkDesk, Microsoft Teams Voice and/or cloud contact center platforms.