Sr Telecom Analyst

Berkshire Hathaway Energy•Las Vegas, NV

2d•Onsite

About The Position

Performs advanced analysis, design, and support of Customer Experience technologies, with a primary focus on Genesys Cloud IVR and ACD platforms. Leads complex initiatives across telephony, routing, and integrated customer service systems to ensure reliable, scalable, and cost-effective solutions.

Requirements

Bachelor's degree in information systems, computer science, or related technical field, or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)
Five years of experience with Genesys Cloud (or similar CCaaS platforms)
Strong experience with IVR design, call routing, and contact center technologies
Knowledge of SIP, VoIP, PSTN, and telecom carrier environments
Experience with APIs, integrations, and backend system design
Strong analytical, documentation, and stakeholder communication skills
PCs, word processing, spreadsheet and database software.

Responsibilities

Designs, develops, and maintains IVR call flows using Genesys Cloud Architect, including routing strategies, speech recognition, and self-service capabilities.
Implements and optimizes ACD configurations, including skills-based routing, queue management, and workforce integrations.
Translates business requirements into scalable IVR and routing solutions aligned with customer experience best practices.
Leads requirements gathering sessions with business stakeholders to define, analyze, and prioritize enhancement requests and new capabilities.
Documents functional and technical specifications for IVR, ACD, and integrated systems.
Partners with development and backend system teams to define and deliver integration requirements.
Configures and maintains related platforms including NICE Cloud WFM, Mindful Surveys, and other customer experience applications.
Supports integrations between Genesys Cloud and enterprise systems such as CRM, APIs, and data services.
Collaborates on telephony infrastructure including PSTN carriers, Cisco Call Manager, Intrado E911, and Microsoft Teams.
Oversees telecommunications expense management, including carrier contracts, billing validation, and cost optimization strategies.
Audits carrier invoices to identify discrepancies, billing errors, and savings opportunities; drives resolution with vendors.
Manages billing exceptions, including misapplied payments, missing invoices, new account setups, and dispute resolution.
Coordinates across stakeholders to ensure timely, accurate delivery of enhancements and production support activities.
Monitors system performance, availability, and service level agreements (SLAs) for telecom services, repairs, and outages.
Lead incident response and root cause analysis for telephony and IVR-related issues.
Ensure adherence to change management processes across all environments and business units.
Reports on carrier contract performance, policy compliance, and operational metrics.
Drives continuous improvement through analysis, optimization, and implementation of best practices in IVR design and telecom operations.
Provides mentorship and technical guidance to junior analysts and team members.
Stays current with emerging trends in contact center technologies and proactively recommend improvements.
Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.
Performs related duties as assigned.