Unified Communications Analyst
- TechTandem Inc
3 Days Ago
55-58 per W2 Hourly
NA
Boston-MA
10-15 Years
Required Skills: Unified Communications, Avaya Communication Manager, Legacy Avaya/Centrex, SIP, VoIP, Call Routing
Job Description
Responsibilities:
· Platform Strategy & Architecture Support: Support the strategy and scheduling for the implementation of the enterprise-wide upgrade, migrating all services from legacy Avaya/Centrex to the new SIP unified communications platform.
· Implementation Management: Create detailed time and material estimates for new system builds and large-scale upgrades.
· Vendor and Team Coordination: Ensure that all vendors (including Local Exchange Carriers (LEC) for number porting) and internal installation teams conform to the scheduled roadmap to deliver on-time.
Enterprise Support & Troubleshooting:
· Provide advanced technical and design support for the Avaya Communication Manager (CM), Call Center, and CMS (Call Management System) environments during the transition.
· Troubleshoot and resolve complex issues within both the legacy Avaya and the new SIP/VoIP/Call Center platforms.
· Monitor and maintain call center performance metrics, leveraging prior experience with Avaya CMS.
Documentation & Training:
· Develop and document detailed system configurations and procedures (Visio experience a plus).
· Create clear, user-friendly instructions and training materials for end-users across all business units.
· Assist in training call center agents on new system features.
· Cross-Functional Collaboration: Effectively work across various groups and business units to define technical requirements and processes.
· System Enhancements: Provide input and technical specifications for system upgrades and future platform enhancements (API experience a plus).
· Drive a personal vehicle to visit work sites and to assist at emergencies and/or events as needed and or take client to sites.
