What are the responsibilities and job description for the Unified Communications System Analyst position at AAA Northeast?
Job Details
Description
Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
Under general supervision from Unified Communications Manager, the Unified Communications System Analyst will: maintain Avaya PBX hardware and software; maintain MS Teams Phone solution. Perform ongoing operational support for Unified Communications related digital channels such as chat, SMS, and email. This requires a working knowledge of the business practice throughout the club as specific communications tools are applied to improve the effective of the club.
What you will do:
- Internal Voice support for business lines for service requests, work orders, and potential projects including new hires, terminations, and changes. Administer Avaya Systems; Communication Manager (CM), Avaya Messaging, CMS (for call centers), Experience Portal, AES, Avaya Workplace, and SIP phones. Configure software/hardware solutions to accommodate business objectives including support for 3rd Party solution that enhance the UC environment
- Support IVA technology including SMS and Chat. Conduct ongoing analysis of chatbot performance to provide optimization recommendations.
- Supports the Contact Center MACD. This would include voice and digital channels.
- Manages voice and data service new orders/disconnects. Also responsible for support in managing the Club cell phones.
- Respond to after-hours service call on a rotational basis.
- Ensure compliance of system security postures for all voice hardware and software.
Qualifications
Education
Bachelor's Degree Information Technology or related field Required or 6-8 Years of Additional Relevant Experience Required
Experience
Related experience with demonstrated knowledge in Avaya Required
Licenses and Certifications
Avaya Certified Associate (ACA), Avaya Certified Specialist (ACS), or Avaya Certified Expert (ACE) preferred
AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.
Salary : $64,000 - $76,000
