VOIP Analyst
10330 David Taylor Dr Charlotte, NC 28262 US
Job Description
VOIP Analyst
Additional duties include the following:
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Manage vendors to ensure agreed upon scope, deliverables, and service level agreements
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Manage cross team dependencies, and coordinate cross-team initiatives to address issues
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Create new agent phones within a Cisco Hosted Collaboration Environment
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Act as liaison for all IT projects between Customer Care Center leadership and IT
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Assign and Manage UCCE Precision Queues to maximize efficiency and effectiveness
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Coordinate UAT for any future releases and enhancements
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Assist with day to day technical issues with the Cisco collaboration environment
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Own the daily management of the Hoopla employee engagement system
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Create and manage system user profiles including access limitations and display settings
Job Requirements:
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Bachelor’s degree required in Business Administration, Computer Science, Analytics, or related field preferred
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Superior data analytic skills and other statistical techniques (correlation, cluster, multivariate)
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PMP certification
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High level of proficiency within Excel/ Access or similar tools
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Calabrio, Cognos, and Tableau experience desirable
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CCNA certification preferred
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CompTIA Network+ certification preferred
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Ability to work in a fast-paced, dynamic environment
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Strong influencing and internal customer service skills; intermediate presentation skills
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Must be able to effectively manage multiple high profile projects at one time
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Proficiency with the analysis of contact service operations, VoIP call workflows, and a deep knowledge of a branded VoIP system such as Cisco, TalkDesk, Five9, NICE etc.
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