Telecom Engineer-Entry Level

Classification: Contract

Contract Length: 12 months

Position Summary

Provides product and business process subject matter expertise, and support for the UCCE TELEPHONY PLATFORM. Ensures adequate customer support for UCCE TELEPHONY PLATFORM and all add on systems, including coordination and assistance with the product implementation and issue resolution, and working with the appropriate IT&S teams and vendors (e.g. UCCE Technical team, Networking, Security, 2 Ring, Finesse, CUIC Reporting, MS SQL, etc.).

Analyzes business problems/opportunities in the context of requirements and recommends and develops solutions that enable the organization to achieve its goals. Recommends changes to core IT&S infrastructure, current business/clinical processes, policies, and information systems that provide recognized business value. Works with other key project team members to define requirements, design the functional solution, identify and escalate project issues, define the Telephony call tree model approach and connectivity, and ensure the IT solution meets all business requirements.

Responsibilities

• Provide Business Analysis support for the UCCE TELEPHONY PLATFORM business including process flows, identifying pain points, feature gaps, future state development.
• Provides expertise in process design and communicating requirements to product development, external solution providers, testing, and education/training.
• Act as a Product Analyst within UCCE TELEPHONY PLATFORM with system upgrades/improvements, including requirements gathering, design, guiding development, and testing
• Elicits and documents business, user, functional and non-functional requirements. Creation of requirements deliverables for UCCE TELEPHONY PLATFORM Products
• Leads in requirements validation and feasibility analysis with respect to UCCE TELEPHONY PLATFORM
• Create high level and detail design specification and workflows that will enable, help troubleshooting day to day build activities.
• Estimate work effort required in delivering features keeping UCCE TELEPHONY PLATFORM capabilities in mind
• Assist and support the hardware infrastructure team in UCCE TELEPHONY PLATFORM Integration configuration/customization for different environments
• Accurately report issues and status to project management
• Possess knowledge and experience with different phases of testing (unit testing, integration testing, performance testing).
• Possess excellent communication skills to interface with various stakeholders from business consumer to technical staff.
• Be incorporated into vendor development teams from design to deployment of enterprise services.
• Research and become the Subject Matter Expert (SME) on the interaction of the UCCE TELEPHONY PLATFORM source systems as well as interaction with business users.
• Lead reporting development activities
• Leads Telephony training
• Is subject matter expert for assigned applications
• Work on assignments involving the use of various technologies both old and new.
• Complete assignments on time.
• Direct the performance of simple, moderate and complex troubleshooting / Maintenance assignments within the department
• Able to meet established due dates
• Can resolve simple to complex production support issues
• Actively participates in meetings
• Able to build strong relationships within business owners, department and with other project team members
• Looks for ways to improve how and what we develop and makes suggestions
• Take ownership of responsibilities, working individually or with teams to accomplish goals.
• Expected to multitask
• Overtime may be required to meet deadlines.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
• Physically able to participate in training sessions, presentations, and meetings.
• NO Expected travel
  
  

Requirements

• Cisco UCCE background
• Business/Product Analyst experience (needs to be able to work with customers and map out call flows and provide recommendations)
• Contact Center Deployment Experience
• Presentation and Training Skills – able to present technical material to a non-technical audience
• Able to train non-technical users in an easy to understand manner
• 4 or more years in a telecom support role
• Cisco Contact Center Certified preferred (but not required)
• Working in a Team environment
• Knowledge of the following applications: MS Visio, 2 Ring, Finesse, CUIC reporting, Call manager, Jabber Voice, MS SQL
• Experience with applications running in a large enterprise-wide environment.
• Able to communicate verbally and in a variety of other communication mediums.
• Able to design and develop solutions to meet functional and non-functional requirements.
• Demonstrated ability to facilitate diverse groups of people in a problem-solving environment.
• Strong interpersonal skills and proven leadership skills working with diverse and complex projects.
• Detailed oriented and analytical with good organization skills.
• Must have the ability to prioritize multiple activities and tasks simultaneously and adapt to a rapidly changing environment.
• Strong problem and issue resolution experience and create quality deliverables.
• Possess good written and verbal communication skills and be able to communicate effectively with individuals at various levels within the organization.
• Highly motivated and be able to work independently with little supervision.