Senior Telecom Analyst

Work schedule: Predominantly Night Shift

Work setup: Temporary Hybrid (Onsite once a week)

Work Location: BGC Taguig

Start Date: ASAP

The Senior Telecom Analyst is a hands-on and dynamic role, maintaining the company's customer facing Contact Center omni-channel platforms and corporate telephony technologies. Expertise supporting the technology that enables our business and ultimately drives the customer experience is essential to be successful in this role. The role requires a technically-skilled individual with a focus for detail, sense of urgency, and a tenacious mind-set to overcome obstacles for this unique opportunity to work within the Global IT Infrastructure group.

Requirements:

• At least 7 years of telecom engineering experience with focus on supporting Contact Center agent telephony solutions including Omnichannel and related technologies.
• At least 5 years hands-on experience with Freshworks FreshDesk products (Email and Chat) or similar ticketing systems is strongly preferred. This includes administration of mailboxes, rules and templates, HTML, XML, and troubleshooting.
• At least 5 years experience with NICE InContact CXone administration is strongly preferred. Includes application of best practices and concepts including ACD, CTI, IVR and how each applies to NICE InContact CXone platform components (MAX, ACD, Softphone, Inbound, Outbound Dialer, Scripting)
• At least 3 years experience maintaining Avaya Call Recorder/NICE Call Recording is preferred
• Experience supporting a global enterprise and regulatory requirements including PCI-DSS, GDPR, and CCPA.
• Strong technical knowledge associated with enterprise email systems is preferred. Includes O365, email routing, DNS, SMTP, DKIM, DMARC, SPF.
• Experience with Toll Free and DID numbers, and telecom carrier portals.
• Experience with Microsoft Teams Operator Connect or Direct Routing a plus.
• Proficiency in Microsoft Office suite, Jira, Confluence, and ServiceNow.
• Knowledge of PSTN, TollFree, VoIP, and SIP implementations.
• Ability to perform diagnostics and analysis to isolate call quality issues.
• Strong analytical and problem-solving skills with ability to troubleshoot complex technical issues

Desired Skills:

• Bachelor's degree in Telecommunications, Information Technology, Engineering, Computer Science or related discipline, or an equivalent combination of education and experience in contact center operations.
• Superior written, verbal, and presentation skills.
• Goal oriented self-starter, motivated to succeed.
• Team player who is willing to assist peers, management, and other departments to achieve positive outcomes for the company.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Certifications (Nice InContact CIP Core plus, CIP QM, CIP PC) or equivalet is a plus.
• Excellent communication skills for interfacing with technical and non-technical stakeholders.
• Programing skills in Python, scripting, or similar language will be a plus

Job Responsibilities:

• Maintain enterprise Contact Center and corporate telecommunications systems
• Design, configure, enhance, and test platform elements including call routing, IVR scripting, hours of operation, address book transfers, to meet business requirements.
• Support maintenance of the telecommunications toll free and DID number portfolio, port orders, documentation, and ongoing utilization review for operational and cost efficiencies.
• Serve as primary administrator and technical lead for Nice inContact CXOne platform including ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, and interaction analytics.
• Manage Freshdesk and Freshchat administration including ticket lifecycle workflows, automation rules, SLA's, routing rules, and user roles.
• Design and implement complex call flow architectures using Nice Studio scripting for voice, email and chat channels.
• Develop API integrations for backend systems and third-party applications.
• Support collaboration and mentoring with team to effectively support telecommunications systems, including engaging cross-functional teams to provide appropriate expertise (API development, database, storage, and networking support).
• Work closely with leadership to manage internal stakeholders and vendor relationships, to manage support tickets, review and maintain ongoing service levels, invoices, and drive cost reduction.
• Collaborate with management to ensure efficient operation and ongoing improvement of systems and collaborate on designing and implementing new solutions for our clients.
• Provide advanced troubleshooting for contact center issues, call routing problems and system integrations.
• Update and review operational policies and procedures, and business continuity and disaster recovery documentation.
• Create and maintain system documentation, call flow diagrams, and operational procedures, including knowledge base articles for common issues and solutions.
• Support, design, and participate in Disaster Recovery exercises.
• On Call rotation required