Telecommunications Analyst III

Technoviz LLC•Madison, WI

2d•Hybrid

About The Position

The Telecommunications Analyst III is responsible for analyzing what is currently in Milwaukee County’s Avaya system and translating that into administration, installation and configuration of the County’s enterprise transition to Microsoft Teams Voice. This includes Microsoft Teams Voice, SIP services, IVR/Contact center technologies and related call-flow applications. This role ensures stable system performance, troubleshooting and configuration. Additionally, this role will lead and manage all aspects of deploying, enhancing and supporting the County’s enterprise Microsoft Teams Voice and contact center ecosystem. This position provides hands-on technical leadership that requires collaboration with departmental leaders, business unit stakeholders, contact center managers, and the broader IMSD team to define functional requirements and deliver capabilities that meet present and future communications needs.

Requirements

Read, write and comprehend simple instructions, reports, short correspondence and memos.
Speak effectively before both internal and/or external groups.
Read, analyze, and interpret safety rules, operating/maintenance instructions and procedure manuals, scientific/technical journals and procedures, government regulations, financial and legal documents.
Prepare and/or present written communications that pertain to controversial and complex topics.
Ability to document training materials that are easier to use by end users.
Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precidents.
Makes decisions of responsibility and final results that affect more than one department or a department with multiple units; substantial analysis is required, and many factures must be weight before a decision can be reached.
Understand and follow instructions.
Execute decisions within limits of standard policy and procedures
Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application are not clearly defined.
Strong multi-tasking skills.
Experience as an Enterprise voice and unified communications platform administrator (Avaya).
Demonstrated experience with SIP trunking, SBCs, dial plans, call routing, and E911 Administration.
Eliciting business requirements and implementing a modern solution that aligns with Countywide IT objectives.
Contact Center and IVR design, implementation, and support.
Experience planning and executing voice modernization or migration projects.
Ability to learn new technologies namely Microsoft Teams Voice.

Nice To Haves

Experience with Microsoft Teams Voice
Experience with Landis Contact Center
Implementation experience
ITIL Certification
Avaya Certified Integration Specialist (ACIS), Avaya Implementation Professional Specialist (AIPS), Avaya Certified Specialist (ACSS), Avaya Support Professional Specialist (ASPS)

Responsibilities

Using best practice system analysis techniques and procedures to determine VOIP/Teleconference functional specifications. Consult with users, to determine hardware, software, or system functional specifications. Research best practices and consult with vendors on hardware, software and network specifications. Interact with end users to determine needs and/or concerns, design solution and deploy. Coach and train Desktop Support personnel to ensure end user devices and services are correctly provisioned and function correctly. Develop policy documentation, training material, and diagrams for VoIP systems throughout the enterprise.
Design and Configure Enterprise VOIP/Video/Teleconference Solution for Operational Efficiency. Configure VOIP/Teleconference system components for service enhancements. Design, test and implement QOS policies. Design, test and configure network components for VOIP/Video/Teleconference. Implement phone system configuration enhancements. Design and Configure Interactive Voice Response (IVR).
Manage and maintain the day-to-day operation of the VOIP/ Teleconference system on Microsoft Teams Voice for service quality. Establish best practices and procedures for system administration. Analyze the Network or VOIP/ Teleconference system components, from end to end, to ensure the system(s) is up and running correctly. Analyze and monitor VoIP system components for quality of service and modify configurations as needed. Analyze and modify resources/backups and provides metrics. Analyzing problems and implement solutions, including the exercise of discretion and independent judgment.
VOIP/ Teleconference system Incident Management. Manages and monitors for incident management, using internal, vendor provided or County’s third-party tools.
Cross Function Collaboration and other duties as assigned. Works with other technology operation teams to provide expertise to troubleshoot and solve issues