Job description
Position Title
Telecommunications Analyst
Salary: 70k-80k
Department : IT
Reports to: Director of Contact Center Operations
Location: Position is Remote/Hybrid
Position Summary
Vibrant Emotional Health is seeking a Telecommunications Analyst within IT. The Telecommunications Analyst provides support for the Genesys Pure Connect, Pure Cloud, Zoom, and PBX solutions. The position provides central support to core systems, designs, configures, installs, manages, and troubleshoots Genesys hardware and software. This position is responsible for developing positive relationships with departmental clients and supporting the Vibrant mission.
Responsibilities
- The Telecommunications Analyst position is responsible for the configuration and maintenance of all contact center systems.
- Additional responsibilities include development and troubleshooting of interaction routing strategies, Genesys component configuration and deployment as well as handling trouble tickets
- Reviewing dial plans
- Overall PBX administration
- Administer outbound dialing campaigns
- Manage recording /storing/adding audio files/IVR announcements to scripts
- User administration and account creation
- Communicate regularly with colleagues and management
- Attend stand-ups with team members for communication, sharing of ideas and for supporting fellow team members in resolving any blocking issues
- Raise issues and provide status updates
Qualifications
- 3+ years of experience supporting Genesys Cloud
- Genesys certification a plus
- 3+ years of experience with SIP
- 3+ years of experience with contact center reporting
- Direct experience in one or more of the following technical specialties: call center, telephony, network, compute, storage, middleware and database
- Interactive Voice Response (IVR)
- Must be a solution-oriented problem solver
- Self-motivated and must work well independently
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.
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