VOIP Analyst

Charlotte, NC 28262

Job Type: Cisco Job Number: 7109 Salary Range: $60,000-$70,000

Job Description

VOIP Analyst

Additional duties include the following:

  • Manage vendors to ensure agreed upon scope, deliverables, and service level agreements

  • Manage cross team dependencies, and coordinate cross-team initiatives to address issues

  • Create new agent phones within a Cisco Hosted Collaboration Environment

  • Act as liaison for all IT projects between Customer Care Center leadership and IT

  • Assign and Manage UCCE Precision Queues to maximize efficiency and effectiveness

  • Coordinate UAT for any future releases and enhancements

  • Assist with day to day technical issues with the Cisco collaboration environment

  • Own the daily management of the Hoopla employee engagement system

  • Create and manage system user profiles including access limitations and display settings

Job Requirements:

  • Bachelor’s degree required in Business Administration, Computer Science, Analytics, or related field preferred

  • Superior data analytic skills and other statistical techniques (correlation, cluster, multivariate)

  • PMP certification

  • High level of proficiency within Excel/ Access or similar tools

  • Calabrio, Cognos, and Tableau experience desirable

  • CCNA certification preferred

  • CompTIA Network+ certification preferred

  • Ability to work in a fast-paced, dynamic environment

  • Strong influencing and internal customer service skills; intermediate presentation skills

  • Must be able to effectively manage multiple high profile projects at one time

  • 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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