Sr Analyst Telecom

American Tower • Woburn, MA

26d

About The Position

We are seeking a Senior Telecom Analyst to join American Tower's Information Technology organization's Network Services team. The team focuses on maintaining and optimizing our global telecommunications and network infrastructure, ensuring systems are reliable, secure, and up to date. Day to day you will manage and troubleshoot Voice over Internet Protocol (VoIP) and Microsoft Teams environments, perform user administration, resolve quality issues, and identify opportunities for efficiency improvements. As a Senior Analyst, you will partner cross-functionally to deliver high-quality telecommunication services, support external customer success by enabling seamless communication, and configure and maintain phone systems across multiple regions worldwide.

Requirements

• Bachelor's degree required, with a concentration in Information Technology or a related field preferred.
• A minimum of 5 years of Telecom Analyst experience, including troubleshooting telecom hardware and software, is required.
• A minimum of 5 years of experience with telecommunications systems, including Genesys, Microsoft Teams, Cisco Unified Communications (UC), Avaya, and voicemail, is required.
• Strong desktop support skills required (e.g., Windows 11).
• Highly self-motivated with the ability to manage multiple priorities while maintaining quality and timeliness.
• Ability to clearly and professionally communicate complex technical designs and concepts.
• Willingness to perform occasional tasks outside standard business hours, including evenings and weekends as needed.
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
• Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
• Strong organizational skills; ability to accomplish multiple tasks within the agreed-upon timeframes through effective prioritization of duties and functions in a fast-paced environment.

Nice To Haves

• Hands-on experience with Microsoft Teams and Cisco Unified Communications (UC) is highly desired.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint) preferred.
• Strong knowledge of PowerShell preferred.

Responsibilities

• Administer and maintain enterprise voice platforms and related services, including call routing, auto attendants, queues, and voicemail systems.
• Support and optimize unified communications environments (e.g., Microsoft Teams, Genesys, RingCentral, PureIP), ensuring reliability and performance.
• Manage dial plans, telecom databases, and ancillary services to maintain accurate and efficient operations.
• Design, implement, and troubleshoot new voice systems and integrations, collaborating with cross-functional IT teams to resolve complex issues.
• Contribute to continuous improvement initiatives for voice infrastructure, scalability, and user experience.
• Assist with new technology rollouts, development, and testing.
• Work closely with IT Helpdesk staff to resolve daily incidents.
• Document all voice system processes and procedures.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees