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22 Jul
Telephony Systems Specialist
New Jersey,

Vacancy expired!

Job Description:

Excellent communication skills are required to partner with internal and external business, systems, management, and vendor groups. The environment is fast paced and provides excellent developmental opportunities.


• Ability to translate business call flow requirements into detailed vector programming

• Ability to manage complex telephony projects

• Ability to work with multiple internal and external groups (across multiple locations)

• Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints

• Ability to estimate project effort and duration

• Ability to track and resolve issues through resolution

• Ability to work within established processes and procedures

• Proficient in the use of Microsoft Office products (Project, Word, Excel, Power Point, Visio)

• Experience with AGILE, JIRA, and Confluence preferred

• Strong interpersonal and communication skills (written and verbal)

• Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence

• Self-motivated learner who will take the opportunity to learn new technologies and take the initiative to become the Subject Matter Expert (SME)

• Demonstrates a strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and desire for continuous learning

• Possesses analytical, conceptual and problem-solving skills

• Knowledge of contact center operations and technologies preferred

• Avaya Call Center product knowledge preferred

• BS/BA in Telecommunications, Information Systems, Computer Science, Business, or equivalent work experience preferred

• Team provides 24x7 support, off hours and weekend work required as needed


Collaborate with business partners to understand their requirements and the challenges they are trying to solve for; identify and clarify any gaps, and define and document business use cases

• Collaborate with technical partners to document systems requirements

• Collaborate with technical resources to evaluate telephony solutions and present recommendations to the business to reduce cost or improve service

• Independently manage projects; document costs and assumptions, document requirements, create & maintain project plans, provide status, manage resources, schedules, and business expectations

• Collaborate with business partners to manage testing support; develop and execute test plans / use cases / scenarios, define and document expected testing results, and analyze and triage defects reported

• Manage implementations; address defects, and coordinate installations

• Maintain the Standard Operating Procedure (SOP) and Business Continuation (BC) documentation; ensure content is relevant, complete, and accurate. Actively identify gaps and define, document, and implement processes

• Lead, coordinate and manage BC testing exercises and independently manage BC recovery as required

• Understand, maintain, and support telephony infrastructure; troubleshoot issues, coordinate root cause analysis, present recommended corrective action, and track the resolution efforts

• Perform related duties as assigned or requested

• Demonstrate ownership and accountability of projects and activities

• Translate business call flow requirements into detailed vector programming inclusive of Business Continuation planning

Vacancy expired!

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