***This position is not open to C2C arrangements. We are seeking candidates who are interested in direct employment with our company. Third-party agencies are kindly requested not to solicit or submit resumes/CVs for this position.**

We are looking for a Telephony Analyst for an exciting 12–18-month opportunity at our client's (large utility company) onsite data center. As a key member, you'll collaborate with stakeholders to define configuration specifications and business requirements for collaboration systems, manage system optimization and troubleshooting, and coordinate with contractors. Strong skills in Cisco collaboration technologies, troubleshooting, and project management are required, with preferred certifications in Microsoft Teams and Cisco collaboration.

Duration: 12-18 months

Location: Onsite at the data center, 4-5 days a week depending on workload; must be available onsite 5 days a week.

Responsibilities:

1. Defining Configuration Specifications and Business Analysis Requirements:

• Collaborate with stakeholders to understand collaboration technology needs.
• Define configuration specifications for collaboration systems.
• Gather business analysis requirements to align solutions with organizational goals.

2. System Management and Optimization:

• Configure, maintain, and optimize collaboration systems.
• Plan and execute MAC requests related to collaboration systems.

3. Quality Assurance:

• Perform quality assurance checks on collaboration systems and processes.
• Ensure collaboration systems meet performance standards and user expectations

4. Technical Troubleshooting:

• Investigate, troubleshoot, and remediate collaboration systems issues.
• Provide recommendations to the team for improvements.

5. Contractor Management:

• Coordinate with contracted companies for collaboration system upgrades, patching, and ongoing support.
• Ensure timely project execution and adherence to quality standards.

System Experience:

• Cisco CUCM VoIP System
• Cisco PCCE (Contact Center System)
• Cisco Cube
• Cisco Video Conference systems Managed via Control Hub
• Microsoft Teams meetings

Requirements and Skills:

• Proven experience in managing Cisco collaboration and Contact Center technologies.
• Strong troubleshooting skills and ability to handle complex issues.
• Dial plan and call flow/routing management expertise.
• Project management experience for successful system implementations.
• Vendor management experience.
• Excellent communication and collaboration skills.

Core Competencies:

• Takes ownership and acts with integrity.
• Drives operational excellence for customers.
• Builds strong, collaborative relationships.
• Cultivates innovation and embraces change.
• Thinks strategically and exercises sound judgment.

Preferred Certifications:

• Associate/Intermediate Level:
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft Certified: Teams Support Engineer Specialty
• SIP Training and SSCA® Certification - SSVVP™ Voice and Video over IP training and certification
• Certification | BICSI - Installer & Technician, DCDC

Professional/Expert/Advanced Level:

• Microsoft 365 Certified: Teams Voice Engineer Expert
• SIP Training and SSCA® Certification - SSCA® 'Elite' SIP training and SIP Certification
• Certification | BICSI – RTPM, RCDD
• CCNP Collaboration - Cisco Certified Network Professional Collaboration
• CCIE Collaboration Certification and Training