Voice and Data Service Analyst

Job Description/Duties:Responsible for access administration on voice platforms including but not limited to Avaya ACD, Verint, Cisco Call Manager and Aspect Dialers. Will provide voice and data support for enterprise including but not limited to the below tasks:Monitoring and support of the IVDS service center queueMonitoring and support of the EVOICE email IDAgent reskilling requestsMorning health ChecksDocumentation and execution of SOPs for voice and data systemsProcessing Moves, Adds and Changes across all platformsTroubleshooting issues related to voice platforms, including high priority and production impacting issues.Escalation to Sr. Management and 2nd level operations teams as needed.Performing regression testing for changes/installs as neededRequired Experience/Skills:General knowledge of voice platformsKnowledge/experience with Avaya/Cisco Call ManagerKnowledge/experience with Aspect DialersGeneral Knowledge of computer products, software and applications used by the business units (ie: Orion, ICE)Call center experienceStrong Organizational SkillsSelf DirectedAbility to stay on task and meet deadlines while readjusting priorities based upon workflow/urgency of requestsAbility to communicate effectively across all levels of the organizationDesired Experience/Skills:Experience with a ticketing software such as Peregrine or RemedyUnderstanding of Voice over IP technologyExposure to Verint call recording platformBasic understanding of UNIX operating system

Qualifications

IVDS is responsible for adds, removes and changes to the various voice and data platforms such as Verint, UIP, Unison, Avaya, Jabber, etc. In addition, IVDS works 1st level tickets that come in from GSD via ServiceNow and other forms of communication such as EVOICE, Jabber and phone calls. IVDS works closely with various teams such as EUS, VoiceEng, DialerEng, Dialer COE and UCops.

Shift: 2:30pm - 11pm
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