Voice Analyst

W2 Contract

St. Petersburg, FL (only local candidates considered)

Under general direction, troubleshoots voice network infrastructure issues that may include:

• PBX hardware and configuration, cabling, and phone configurations across the campus and in branch locations.


• Working closely with engineers to test new technology solutions and document steps for problem resolution and outage situations.


• Applying specialized domain knowledge to monitor, assess, analyze and evaluate processes and data.


• Making judgments and recommendations based on experience, analysis and knowledge.

• Performs all break/fix and move/add/change/delete work related to telephony issues in the firm while following established guidelines.


• Consults with users to determine telephony needs, makes recommendations and builds solutions.


• Analyzes problems with telephony services and systems in order to recommend and implement solutions.


• Tests solutions to ensure they meet firm standards and user requirements.


• Documents all new and modified processes and procedures, as well as solutions for support teams.


• Creates technical documentation and maintains currency and accuracy.


• Monitors and responds to automated alerts, incident tickets and change orders related to branch or home office phone systems.


• Serves as s point of contact for escalated telephony issues.


• Provides support and user administration for the phone recording system.


• Provides maintenance and troubleshooting support including patches, upgrades and hardware.


• Provides support and training to users in the firm on use of voice equipment and services.


• Leads vendor dispatch to remote locations for testing, repair, troubleshooting equipment, circuits and services.


• Leads automation and process improvement efforts for telephony and voice technologies.


• May lead small projects and support project work.


• Performs other duties and responsibilities as assigned.

Skills:

• Administration and support experience with Avaya Communication Manager required(link removed)>
  
• Administration and support experience with one or more of the following preferred: CS1000, Option 11/ 61/ 81, BCM, Norstar.


• Advanced knowledge and experience with Voicemail Platforms including Avaya Aura Messaging, Call Pilot, and/or Audix required.


• Ability to handle escalated/complex break/fix and move/add/change situations required.


• Administration and support experience with SIP protocol highly preferred.


• Knowledge of VoIP implementation and support including IP Phone/trunks and IP networking highly preferred.


• Knowledge of the following preferred
  
  
  
  • Basic telephony: TDM, POTS. Basic cabling infrastructure.
  
  
  • Video transport protocols H.320 and H.323.
  
  
  • ISDN architecture and implementation.
  
  
  • System and Session Manager.
  
  
  • Controllers (SBC).
  
  
  • Video conferencing platforms (Polycoms).
  
  
  
  

Education:

• Bachelor's Degree (B.S.) in MIS, Computer Sciences or a related degree with a minimum of three (3) years of relevant experience in a technology or telecom environment.


• Or a combination of education, training and experience