Telecommunications Analyst in Parsippany-Troy Hills, NJ at Open Systems Technologies

Date Posted: 11/20/2019

Job Snapshot

Job Description

A dental benefits carrier is seeking a Telecommunications Analyst to join their team in Parsippany, NJ.

Responsibilities

  • Develop call flows for efficient call routing with consideration for operating hours, skill groups, etc.; Support applications including voice response system, automated attendant, voice mail, call reporting system, call recording, workforce management, CTI, wallboard, and fax server
  • Manage vendor relationships and ensure that all meet contractual standards and SLAs
  • Ensure that security standards are adhered to and report/address any suspected violations
  • Work with Data Science and Analytics team to apply AI and ML into contact center operations
  • Perform changes of business phones throughout the company and appropriate programming of feature assignments
  • Monitor telephony and call center applications, troubleshoot issues, and follow through to resolution; Perform any routine maintenance as required
  • Use enterprise reporting tools to develop ad-hoc and daily reports outlining KPIs/performance; Help with report analysis and gain thorough understanding of underlying factors that contribute to trends
  • Suggest efficiencies to the system and performs weekly forecasts for the call center to produce a schedule for Customer Service Agents
  • Suggest configuration changes and new technologies for integration into current telecom system platform which will enhance service levels; Assist in integration of these technologies
  • Ensure data security is in accordance with HIPAA, HITRUST, industry best practices and any other guidelines or regulations
  • Responsible for disaster recovery planning, testing, etc. for all telecom/call center related systems
  • Ensure that on-premise systems are regularly backed up and that cloud vendors have appropriate redundancies in place
  • Manage telecom budget items which include annual maintenance contracts, cell phones, voice, data, service provider contracts, etc.
  • Participate in user group meetings and liaise with sister companies to network and bring recommendations of improved solutions

Qualifications

  • Must have at least a Two-year Associates degree; Bachelor's degree preferred
  • 10+ years of contact center and telephony environment experience with PBX/ACD, VOIP, and IVR/Voice response systems in both on-premise and cloud delivery models
  • Experience with contact center domain from both technology and business application perspectives
  • Knowledge of AI technologies and the application of AI and ML to contact centers
  • Experience in voice and data transmission and the support of customized end-user applications
  • Experience with cloud telephony technologies, such as RingCentral, 8x8, or Broadview, etc.
  • Experience with cloud contact center technologies, such as inContact, 8x8, Five9, or Genesys, etc.
  • Able to develop customized management reporting upon request
  • Strong communication skills
  • Experience in fraud prevention and systems security preferred
  • Experience with Avaya application suite preferred
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