Telephony Network Analyst

at Marriott in Dover, Delaware, United States

Job Number 24046859

Job Category Information Technology

Location CEC Miami, 8400 NW 36 Street Suite 150, Miami, Florida, United States

Schedule Full-Time

Located Remotely?Y

Relocation?N

Position Type Management

JOB SUMMARY

The Engagement Channel Analyst role entails being an integral part of a team tasked with managing, programming, and providing technical oversight for various components including IP Voice systems, Omni Channel routing, IVR , NLU , and Conversational voice technologies. The position involves daily operations and configuration of CEC Voice Services to support Sales, Loyalty Care, Groups Sales, and other consumer needs. Responsibilities encompass managing platforms such as the Avaya Call Center Technologies, Nice/Incontact CCaaS Platform, Omilia IVR , Voice Mail, Oracle SBC’s (formerly Acme), and their respective peripherals. Moreover, the individual will contribute to various project stages, from lead and solution identification to deployment, operational readiness, and post-implementation support.

Education and Experience

+ Bachelor’s Degree in Telecommunications, Computer Science, Information Technology or technical certification equivalent may be substituted

+ 5+ years’ experience of technical support experience with ACD / PBX , adjuncts and interfaces in a multi-site call center environment.

+ Working knowledge of Nice CXone, Supervisor, Studio, and Max agent highly desired.

+ Working knowledge of various IVR technologies including Omilia, Nuance and carrier based offerings.

+ Working knowledge NLU and Conversational Voice Tecnologies

+ Experience on voicemail and a Call Accounting Systems.

+ Exposure to and experience with Call Center as a Service (CCaaS) Cloud solutions.

+ Strong communications skills with local/regional carriers to facilitate procurement of new services and the troubleshooting/restoration of existing services.

+ Experience in providing direction and performing responsibilities via influence (as opposed to line management authority).

+ Proven success in introducing major change to process, procedure or training.

+ Ability to participate in on-call rotation to support 24×7 business operations.

+ Experience using MS Office (including Project and Visio) and SharePoint required.

+ System-related professional certifications desired.

CORE WORK ACTIVITIES

+ Participate in CEC Network Services support processes as we grow to support over 19 CECs globally. Work to deploy required engagement channel changes, adjust route plans, add skills and troubleshoot telephony related issues.

+ Assist to manage project implementation and operations costs.

+ Work in a resource constrained environment and continually prioritize tasks, effort, resources and risks that the Contact Centers and Sales Offices may encounter.

Managing Projects and Policies

+ Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.

+ Monitors processes and evaluating information according to SOP and LSOP requirements.

+ Enforces IR policies and standards protecting company hardware, software and other resources at the property.

+ Directs maintenance of equipment and installed software applications inventory for property ensuring compliance with licensing regulations.

Maintaining Telecom Goals

+ Develops specific goals and plans to prioritize, organize, and accomplish your work.

+ Performs an assessment of needs, ensuring compliance with brand specific standards, budget and capital requirements.

+ Determines priorities, schedules, plans and necessary resources to ensure completion of any property projects on schedule and according to specification.

+ Verifies problems are correctly reported, routed, tracked and solved, with the system user being informed of situation at all times.

+ Verifies proper asset management.

+ Performs on-site monitoring of all projects.

+ Verifies that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance and produces desired business results.

+ .

Demonstrating and Applying Telecom Knowledge

+ Keeps up-to-date technically and applies new knowledge to your job.

+ Demonstrates knowledge of job-relevant issues, products, systems, and processes.

+ Provides technical expertise and support.

Leading Telecom Team

+ Serves as a role model to demonstrate appropriate behaviors.

+ Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

+ Celebrates successes and publicly recognizes the contributions of team members.

+ Provides a technical perspective to information needs along with cost/benefits understanding in an influencing role.

+ .

Managing and Conducting Human Resource Activities

+ Verifies employees are treated fairly and equitably.

+ Verifies property policies are administered fairly and consistently.

Additional Responsibilities

+ Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

+ Informs and/or updates the executives, the peers, and the subordinates on relevant information in a timely manner.

+ Analyzes information and evaluates results to choose the best solution and solve problems.

+ Coordinates property efforts, prioritizes needs and communicates those needs to IR Shared Services and other systems staff.

+ Manages vendors for property IT requirements functioning as escalation point for problem resolution.

MANAGEMENT COMPETENCIES

Leadership

+ Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

+ Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

+ Problem Solving and Decision Making – Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

+ Professional Demeanor – Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

+ Building and Contributing to Teams – Actively participates as a member of a team to move the team toward the completion of goals.

+ Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

+ Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

+ Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

+ Customer Relationships – Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

+ Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the