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Telecommunications Analyst (FT) Telecommunications

at Dartmouth-Hitchcock Workforce Readiness Institute in Lebanon, New Hampshire, United States

Job Description

Telecommunications Analyst (FT) Telecommunications

Lebanon, NH, USA

Information Systems/Technology

Post Date Sep 13, 2021

Requisition # 210003BO

At the direction of the Telecommunications Director, work on the implementation, installation, configuration, and administration of a DH enterprise wide ACD call contact system . Working with clinics, this position will provide timely, courteous telecommunications service for rolling out this ACD system at all Dartmouth Hitchcock Medical Center clinics. Work on learning existing ACD configurations, and developing migration plan towards to the ACD system. This position will also be responsible for daily maintenance and support of this new ACD system. Some knowledge with the Avaya ACD system and Cisco call manager architectures, will help succeed in this position. The ability to work well and collaborate with supervisors, engineers, call center agents, and vendors is required. Call contact center and ACD implementation experience and knowledge of Avaya phone system programming is desirable.

1. Designs, installs and maintains system wide network solutions and diagnoses and resolves complex network operating problems.

2. Provides support of emerging telecommunication technologies to IS management and customers and assesses and recommends solutions such as IP (Internet Protocol) telephony and other ACD (Automatic Call Distribution) systems.

3. Support telecommunications projects with customers, vendors, and management. Executes, and monitors work plans for assigned projectsand is responsible for timelines and deliverables.

4. Provides support to the telephone help desk and addresses escalation of issues to final resolution.

5. Designs and develops new call center management call flow processes through the evaluation and interpretation of call traffic management studies. Monitors existing call center call flow processes and identifies alternatives to improve performance.

6. Supports telecommunication analysts and provides analyst coverage as required.

7. Evaluates and recommends telephony peripherals.

8. Performs other duties as required or assigned.

Minimum Qualifications:

+ Bachelor’s degree in IT Technology or a related field or the equivalent in education and experience.

+ 6 years of telecommunication/ IP telephony experience required

+ Prior PBX and Cisco call manager experience preferred

+ Excellent communications and interpersonal skills

Required Licensure/Certification Skills:

+ None

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Job Posting: JC192347704

Posted On: Sep 15, 2021

Updated On: Oct 19, 2021